Un-parked call sent to VM by Queue call

Discussion in '3CX Phone System - General' started by tim.norris, May 19, 2014.

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  1. tim.norris

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    To set the stage:

    We have a Call queue set with a polling strategy of "Longest waiting", a 30 second ring timeout, 7 queue agents, no entry prompt, with hold music, and no callback option.

    Agents have 3CXPhone with Jabra headsets, also have Yealink T46G's on their desks.

    Our receptionist will regularly take a call to the main line, and place it into a shared park...generally "SP0". And send a chat to a queue agent that there is a call parked for them. Normally they can un-park the call(right click and unpark) and answer it. No other calls come in for the agent while they are on this call.

    Now is the following a Coincidence?:
    A little over a week ago, we updated from v12 SP4 to v12 SP5. Since then, we have had a couple of reports of the following behavior:

    Receptionist takes and parks a call on "SP0". Notifies the queue agent. Queue agent right clicks and unparks the call. However, at the same time they click unpark...a queue call starts ringing. The unparked call is sent to the agents voicemail and they end up taking the queue call instead. Previously it appeared that the parked call took precedence, but now it seems the queue call jumps in front of the parked call. This has happened to two different agents.

    Any ideas?
     
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