Unable to receive new calls after internal or external transfer

(Itzik) #21

Are they dynamic agents? If you made the change after they logged in, then you have to log them out and back in for the changes to apply.

(Angie Angie) #22

Yes, well it worked for us too a while ago. But not anymore.

(Angie Angie) #23

No they are not. At least, the setting “Restrict Dynamic Agents” is set to ‘no’. Does this affect the outcome of our current problem?

(Communication Technologies) #25

How do agent log in? What do they do/press? What does the login entry look like in Reports>Asterisk Info>Queues?

(Angie Angie) #26

The agents login via Bria, they press ‘3000’, after that they select ‘login/logout’ and position. So login and being the first in the queue would be: call 3000, press 1 for login, press 1 for position 1 and then hang up.

I am not sure what you would get out of this, but this is what the “Reports > Asterisk Info > Queues” says:

2100 has 0 calls (max unlimited) in ‘ringall’ strategy (6s holdtime, 198s talktime), W:0, C:3, A:0, SL:100.0%, SL2:100.0% within 300s
Agents 2 [Bria] (Local/1003@from-queue/n from hint:1003@ext-local) with penalty 2 (ringinuse disabled) (dynamic) (Not in use) has taken no calls yet
Agent 1 (Local/1024@from-queue/n from hint:1024@ext-local) with penalty 1 (ringinuse disabled) (dynamic) (in call) (In use) has taken 3 calls (last was 2405 secs ago)
No Callers

default has 0 calls (max unlimited) in ‘ringall’ strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0%, SL2:0.0% within 0s
No Members
No Callers

(Communication Technologies) #27

Based on the asterisk info it does look like the agents are indeed dynamic. Do these agent logout everyday, or do they never logout?

Also can you try a test by changing an agent to static and confirm you have the same transfer problem?

(Itzik) #28

Well, what happens if they dial instead *45 to login/out. Does it work OK?

(Angie Angie) #29

They are dynamic, yes. They login and out every day.

We will consider to change it to static, but we need to see what the consequences are.

(Angie Angie) #30

When we call *45, the agent is logged out. But not logged in.

(Itzik) #31

Are they set as Dynamic Members?

(Communication Technologies) #32

Nothing to consider yet, performing this test helps narrow what the issue could be. Are you able to test it out and report back if it also fails?

(Angie Angie) #33

We changed the settings to static and the transfer did work. However, with a static agent we do not have the option to login/logout and change position. So that is not what we want. Therefore we changed the ‘skip the agent when busy’ to ‘Yes’ (before was 'yes (plus ring in use =no). If now a colleague wants to make an external phone call (not a transfer), he or she need to log out so when a new call comes in, it does not disturb to outgoing call. The only downside from this is the login / logout, but since we don’t call that much externally, this should be the work around.

It seems to be “fixed” for us for now. Thanks for all the help.

(Communication Technologies) #34

If you go to Reports>Asterisk Info>Queues can you have one agent as static and one logged in as dynamic and compare the entry for each agent (how are they different)?