Calls Lost in Queue

[Beefy80]

We have a 8 user call center which handles about 80-100 calls per day. Call is first answered by an auto attendent which transers the call stight to group. The Group has a queue with Queued and Still Queued actions.

The problem that we get is that a call may be in queue but then gets lost. All the caller hears is the hold music as the message prompts stop. The call disaperars from the Queue status in Phone Manger Pro too.

We are runnng 2.0 (16) VM Pro runs on a Windows 2003 Server. I have reloaded VM Pro but this does not seem to have cleared the problem. Has anyone got any ideas???

 

[kane77]

I think there's a bug with the queue in version 2.0 (16), I run into this problem I had to update to version 2.0(18XX) or 2.1.24 at this point! It might solve your problem.

Or it could be because you treshold is low in the huntgroup config. When you select an huntgroup, look into the tab labeled "Queuing", and make sure the value for "Queuing Limit" is correct.

 

[Beefy80]

Checked the Queuing Limit and it is blank. Upgrading to 2.1 did cross my mind but did'nt want to break anything else. I will see if I can get the system upgraded.