User stuck in Q

[rvoosterhout]

Hi,

We have a Q with 3 agents in it. Sometimes it happens that one of these agents get stuck in the Q. The dashboard shows 1 agent occupied, while there is nobody on the phone. That agent can't receive any calls anymore. Active calls shows 0. To fix this I have to restart all the 3CX services. Where can i start troubleshooting to fix this?

Kind regards,

Rick

 

[Saqqara]

What version of 3CX ?

 

[rvoosterhout]

What version of 3CX ?

15.5.0

 

[YiannisH_3CX]

15.5.0

You can see the exact build number on the Dashboard under the information column.
When this happens do you see an active call in the Active calls tab on the dashboard?

 

[rvoosterhout]

15.5.10244.4

You can see the exact build number on the Dashboard under the information column.
When this happens do you see an active call in the Active calls tab on the dashboard?

15.5.10244.4. When that happens we have no active calls. I just happened to my extension. I'm the first one to ring in the Q, but since i got stuck i got skipped and the call went straight to the 2nd agent.

 

[YiannisH_3CX]

Try to restart the Queue manager server service from the PBX services and see if that releases the stuck agent.

 

[rvoosterhout]

Try to restart the Queue manager server service from the PBX services and see if that releases the stuck agent.

Yeah that's what I did, I restarted all the services, that did release the agent. Next time i'll try to only restart the Q manager service. Does that also reset my Q statistics?
I'm still curious why this happens though.

 

[YiannisH_3CX]

There could be a number of reasons that could be causing this. I wanted to see if the call is released after you restart the queue manager server service to see if the call is stuck there.
To find out the exact cause for this you will need to open a ticket with our support department so they can take a look at the issue and see why this is happening.
Queue statistics are reset when the service is restarted.

 

[rvoosterhout]

There could be a number of reasons that could be causing this. I wanted to see if the call is released after you restart the queue manager server service to see if the call is stuck there.
To find out the exact cause for this you will need to open a ticket with our support department so they can take a look at the issue and see why this is happening.
Queue statistics are reset when the service is restarted.

Alright, I will let you know when it happens next time (usually once a week)

 

[YiannisH_3CX]

Keep us updated with any findings

 

[rvoosterhout]

Keep us updated with any findings

It happened again today. Restarting the QUEUE manager has no effect.

 

[YiannisH_3CX]

happened again today. Restarting the QUEUE manager has no effect.

Thank you for the update. In that case i would recommend opening a ticket with our support department as they need to take a look at the system logs to find out why this is happening.

 

[rvoosterhout]

Thank you for the update. In that case i would recommend opening a ticket with our support department as they need to take a look at the system logs to find out why this is happening.

What are the steps i need to take for that? Because we don't have an active support package atm.

 

[YiannisH_3CX]

You can either have a 3CX partner / reseller open a ticket for you or you can purchase a a support ticket. Please find our support procedures in the link below
https://www.3cx.com/ordering/