Unable to listen/barge in on incoming calls

[AlainC]

Hi,

I posted a thread about this issue about a year ago, but was unfortunately unable to follow up.

We are using 3CX Pro edition, all of our clients are installed on Windows 10 and with the latest updates.
We have a recurrent problem: we are unable to listen to active incoming calls made by agents, but we are able to listen to outgoing calls.
When we right click on an active incoming call, no menu is appearing at all. Every user has "can listen/barge in" rights.

We are on V15.5.15502.6. Our call flow is pretty simple, incoming calls are directed to a first queue on a "least answered calls" polling strategy, which then diverts to a second queue on "Ring all" strategy. We have the problem on both queues.

This is a problem as we need to assist our junior employees directly during their calls.

Any ideas about what could be causing this?

Thanks for your help

 

[YiannisH_3CX]

Hello @AlainC

Are all extensions in the same Group? If you use the webclient can you barge in or do you get the same options? Give the user that is trying to barge in all rights and see if that works