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DWAyotte

Doesn't seem to be connecting

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I have an ongoing issue where my calls won't always connect to my agent groups. Here is 1 of many incidents.

 

This comes from the pbxnsip log.

[8] 20091013114014: ACD: Extension 232 is not logged in

[8] 20091013114014: ACD: Extension 233 is not logged in

[8] 20091013114014: ACD: Extension 245 is in recovery time

[8] 20091013114014: ACD: Extension 274 is not logged in

[8] 20091013114014: ACD: Extension 283 is not logged in

[8] 20091013114014: ACD: Extension 285 is not logged in

[8] 20091013114014: ACD: Extension 291 is not logged in

[8] 20091013114014: ACD: Extension 301 is in recovery time

[8] 20091013114014: ACD: Extension 306 is in recovery time

[8] 20091013114014: ACD: Extension 311 has another call

[8] 20091013114014: ACD: Extension 319 is in recovery time

[8] 20091013114014: ACD: Extension 336 is in recovery time

[7] 20091013114014: ACD: Next stage in 802 has 8 agents available, 1 selected

 

Here you can see 8 Agents available.

 

Wireshark reveals that the caller received this message: Status-Line: SIP/2.0 486 Busy

 

The caller never was connected and none of the available agents phones rang. This issue is plaguing me. I appreciate any help on this.

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try setting it to 5 seconds and see if it works

seems as the agent is still in recovery mode....

 

If you look at the log I posted, it shows the agents that are on recovery. It also shows the agents that are not logged in, and finally it shows the agents that are available.

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I just sent you a private message

I am interested in helping you out

I will post final (hopefully positive) results on here

 

Also verify whether the selected agent's phone is not on DND. Try changing the algorithm to see if you get a different result.

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Also verify whether the selected agent's phone is not on DND. Try changing the algorithm to see if you get a different result.

 

Meaning that being on DND doesn't make you unavailable in the Q, so you would still have calls routing to you?

Why would that be?

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Meaning that being on DND doesn't make you unavailable in the Q, so you would still have calls routing to you?

Why would that be?

 

If the DND is set on the phone that may not be seen at the PBX (but there are exceptions to this. e.g., if the phone is snom and if it is set to update the PBX when the DND button is pressed on the phone). That is why PBX will route the call to the phone.

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