V20 - Queue Members not receiving calls

[Nuckin Futs]

Hi,

Over the last 2 weeks i have had two users not able to receive calls despite being members of and logged into the said queues. This hasn't been an issue before, only very recently.

I have tried logging them out and back in queues however their extensions remain silent. I have just just about all else but to no avail. Watching the queue, the affected extensions aren't being selected at all, it's like 3CX thinks they are logged out but they are logged in.

So far the fix has been to delete the user/ext. and recreate from scratch and then it worked again.

Any ideas?

Cheers.

 

[PhoneMan123]

FYI still seeing this issues on U6. I was able to finally capture it live and enable verbose logging. What I found in the queuemanager log file is that it's seeing a user stuck on a call. This call is not showing up active in the dashboard so there is no where for me to drop that call. Restarting the queue manager service seems to be the only way to clear the issue.

- QC(155530) 'ConnectedToAgent 2125' [07/11/2025 15:19:26] (322961 sec.) from 'BDS Main:WIRELESS CALLER' (XXXXXXXXXXX)

Agent showed as available in the 3CX panel and not connected to any calls. There were no issues calling directly to them. They certainly were not on a call for over 300K seconds.

3CX support, any ideas why the queue manager would not see this call as dropped? The call showed it was dropped in her clients call logs and she did get other queue calls for a while before it stopped working.

 

[KyriacosS_3CX]

@PhoneMan123 , I believe this might be better looked as a ticket, so the team can request all the specifics needed to trace the root cause of what you are seeing.

 

[PhoneMan123]

FYI we upgraded the server from a 2core 4GB to a 4core 16gb to see if this is a resource issue. CPU reporting never showed it going above 50% usage but testing this for now. I'll follow up with a support ticket if client continues to see issues.

 

[MM1969]

had this issue today 8/1/2025. my queue is set up round robin. i use hot desk users for the queue and fanvil x7c phones.V20U5 this happens every couple of months for some reason and deleting the user from the queue works or deleting the user which actually deletes them from the queue. i haven't tried restarting services yet but i also think there is a bug here. it would be nice if 3cx could research it and get us a fix. it is annoying to say the least. i have 32 enterprise license and the nutanix server is set up to 3CX spec, well actually over recommended.

 

[PhoneMan123]

KyriacosS, Just FYI client is still seeing issues with this. I'll gather logs and open a ticket with support but this does look like an ongoing issue.

 

[KyriacosS_3CX]

Hi @PhoneMan123 & @MM1969 ,

Tickets will indeed be the best way to trace and address these issues.

 

[Digital Genius]

I too am having this exact issue. A restart of the 3cx box solves this. Long term customer that has been on this setup through v16, v18 and now v20

What is strange to me is that it is always the same extension that gets left off.
Again:

1. Calling the user works fine directly
2. User is 100% signed in to queues
3. Restarting 3cx fixes the issue.

 

[matthealey]

We've got a customer with this exact issue as well. Recent upgrade from v18. Calls sitting in the queue, extension will not ring, fixed via a restart etc...

 

[bc24fl]

We have a customer (Version 20.0 Update 8 (Build 1109 Release)) who's experiencing the same issue. For those who've created tickets, what was the outcome? Has this been documented as bug and scheduled for fix?

 

[matthealey]

After creating a ticket and giving 3CX Support SSH access to the server, they fixed this issue. No idea what they did, they just said they fixed it, and it was fixed.

 

[PhoneMan123]

I think in my case the client had some afterhours calls that were looping since no one was logged into the queues and the back up ring group was going no where. This was creating thousands of call log entries, I think they did a database cleanup and that cleared up the issue and we worked with the customer to fix the afterhours routing. Haven't had any issues with it since updating to U8 though.