Calls in queue going to voicemail when already on the phone

Freepbx 13 and asterisk 13

If the agents are all already on the phone, calls are going to voicemail (destination is an announcement, so it’s not getting there). None of the settings in the queue have a voicemail as a route, any idea how the calls could be going to voicemail?

(Note, they are going to an extension’s voicemail, it seems of the extension that is an agent in the queue)

Did you “skip busy agents” ?

Gu dicko, thanks for the feedback. It was set to Yes, U updated to Yes (ringinuse=no), will see if that makes any difference. It seems like it is forwarding somehow, the failover settings aren’t set to go to voicemail, it’s an announcement and a hangup, very strange.

Provide a call trace via pastebin:
https://wiki.freepbx.org/display/SUP/Providing+Great+Debug#ProvidingGreatDebug-AsteriskLogs-PartII

Here is the relevant bit. This is going from queue 7000 which has dynamic agents but are busy on another call. The wait time is set to 5 minutes but immediately drops them into the failover destination which is 500.

[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:30] QueueLog("SIP/SBC1_Out-00000021", "7000,1635174233.998,NONE,DID,651XXXNNNN") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:31] Set("SIP/SBC1_Out-00000021", "QAANNOUNCE=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:32] Set("SIP/SBC1_Out-00000021", "VQ_AANNOUNCE=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:33] Set("SIP/SBC1_Out-00000021", "QMOH=default") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:34] Set("SIP/SBC1_Out-00000021", "VQ_MOH=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:35] ExecIf("SIP/SBC1_Out-00000021", "1?Set(__MOHCLASS=default)") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:36] ExecIf("SIP/SBC1_Out-00000021", "1?Set(CHANNEL(musicclass)=default)") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:37] Set("SIP/SBC1_Out-00000021", "QMAXWAIT=300") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:38] Set("SIP/SBC1_Out-00000021", "VQ_MAXWAIT=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:39] Set("SIP/SBC1_Out-00000021", "QUEUENUM=7000") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:40] Set("SIP/SBC1_Out-00000021", "QUEUEJOINTIME=1635174273") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:41] Set("SIP/SBC1_Out-00000021", "QMIN_PENALTY=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:42] Set("SIP/SBC1_Out-00000021", "VQ_MIN_PENALTY=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:43] ExecIf("SIP/SBC1_Out-00000021", "0?Set(QUEUE_MIN_PENALTY=)") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:44] Set("SIP/SBC1_Out-00000021", "QMAX_PENALTY=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:45] Set("SIP/SBC1_Out-00000021", "VQ_MAX_PENALTY=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:46] ExecIf("SIP/SBC1_Out-00000021", "0?Set(QUEUE_MAX_PENALTY=)") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:47] Set("SIP/SBC1_Out-00000021", "_CALLER_DEST=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:48] Set("SIP/SBC1_Out-00000021", "VQ_CDEST=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:49] Set("SIP/SBC1_Out-00000021", "_AGENT_DEST=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:50] Set("SIP/SBC1_Out-00000021", "VQ_ADEST=") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] pbx.c: Executing [[email protected]:51] Queue("SIP/SBC1_Out-00000021", "7000,t,,,300,,,,0,") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] res_musiconhold.c: Started music on hold, class 'default', on channel 'SIP/SBC1_Out-00000021'
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx.c: Executing [[email protected]:1] Set("Local/[email protected];2", "QAGENT=500") in new stack
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx.c: Executing [[email protected]:2] Set("Local/[email protected];2", "__FROMQ=true") in new stack
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] app_queue.c: Called Local/[email protected]/n
[2021-10-25 10:04:33] VERBOSE[19587][C-00000016] app_queue.c:     -- LazyMembers debugging - Numbusies: 0, Nummems: 1
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx.c: Executing [[email protected]:3] GotoIf("Local/[email protected];2", "0?hangup") in new stack
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx.c: Executing [[email protected]:4] GotoIf("Local/[email protected];2", "1?7000,1:hangup") in new stack
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx_builtins.c: Goto (from-queue,7000,1)
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx.c: Executing [[email protected]:1] Goto("Local/[email protected];2", "from-internal,500,1") in new stack
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx_builtins.c: Goto (from-internal,500,1)
[2021-10-25 10:04:33] VERBOSE[19679][C-00000016] pbx.c: Executing [[email protected]:1] GotoIf("Local/[email protected];2", "1?ext-local,500,1:followme-check,500,1") in new stack

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