v16 Upgrade - 2 Issues - Forward rules and Queues

[SDLTom]

Hi,

Updated to v16. Have two issues.

ISSUE 1
"If I do not answer calls within" timings are now borked in forwarding rules.

20 seconds is like 2 seconds
40 is like 23
60 is like 45

ISSUE 2
Queue members can now see other queue members calls. They are not managers.

Any ideas or are they bugs?

Thanks,

Tom

 

[SDLTom]

Rebooting has seemingly fixed the timings. I will test again tomorrow during office hours.

The queue permissions are still messed up. We don't want non managers to see others queue calls.

Thanks,

Tom

 

[JohnS_3CX]

Hi Tom,

Please let us know in case the issue persists

 

[SDLTom]

Hi John,

Thanks for replying.

There is still issue with non queue managers being able to see all queue calls in windows and web client.

I have checked permissions and they look fine and as they were before.

Any idea's?

 

[JohnS_3CX]

The rights might be mixed up now, there may be a way to restore them globally:

• Run a backup first so you can restore if anything goes wrong
• Then remove all users from the Group and press OK to save
• Edit the group again, make any corrections to the Group rights if you deem necessary, and then add all the users back. Press OK to save
• Go to the specific Extensions which should act as managers, and make them managers again

This way you can ensure all rights are inherited as intended from the start. You can create a new sample Group if you want to see the default rights before any modifications are made.

 

[SDLTom]

Hi,

Thanks for the suggestion. I have just removed all users from all groups then re-added them.

I still have the same issues unfortunately.

 

[JohnS_3CX]

When you said "Queue members can now see other queue members calls. They are not managers" did you mean that agents in "Queue A" can see the calls of agents in "Queue B" ?

 

[SDLTom]

Hi,
Non queue managers in "Queue A" can see the calls other members are servicing of "Queue A" This was not the case in 15.5. No queue managers could only see the call they were servicing.

I am also a manager of the all users group and I can no longer see any calls taking place within the business. This was not the case in 15.5. I could see all calls taking place (queues, internal, ddi etc)

Thanks,

 

[JohnS_3CX]

Hi Tom

I tested this behavior in V16 and V15SP6 just now and can confirm that so long as you are part of the same queue with others, you can all see each others calls always:

• If you are an agent of a queue, you can see all calls in the queue, even those of other agents
• If you are a manager of a queue, again same as above you can see all calls

 

[SDLTom]

Hi John,

Thanks for following this up still. It is driving me a bit bonkers.

This is weird as this behavior did not exist on my v15. Non queue managers could not see others calls.

I have also lost the ability to see all calls going on in the system. I am admin of the all users group and I no longer see all calls.

I do think the permissions are messed up somehow since the upgrade.

I think I will test restore v15 over the weekend to prove I am not going mad

 

[JohnS_3CX]

Hi Tom,

Since you will take down the system, I would try to do a fresh install in V16 and restore my backup.

 

[SDLTom]

Hi John,

I have not had chance to do the restore this weekend but I will one evening this week.

I will try the fresh v16 first.

Thanks,

Tom