Knowledge Base

KB8014: Troubleshooting Queued Calls

In this article we are going to walk you through a few quick checks to find out why you cannot receive calls from the queue

There are a number of reasons why a user may not be able to receive incoming calls from the queue.

  1. You may not be a member of the queue
  2. You may not be logged into the queue
  3. You may have Do Not Disturb enabled
  4. You may not have an active Internet connection

Are you a member of the queue?

First things first, in order to take queue calls you need to make sure you are a member of the queue. To check whether or not you are a member of the queue, follow these simple steps:

Step 1 - Log in to the web client (details for the web client are available in your welcome email)

Step 2 - Once logged in, select Switchboard in the menu on the left and then select the queue that you cannot receive calls from.

In the example below we are checking for Test Ext 1 in the sales queue

Step 3 – Now in the Agent Status panel on the right hand side you need to check for your name and your extension number.

Note: If you do not see your name and extension number in the list that means you are not a member of the queue. In this case, please submit a support request to service@ozbeanz.com in order to be added to the queue. Be sure to include the queue name/number, the agents name and the agents extension number when making your request to speed things up.

Are you logged into the queue?

You can also use the same Switchboard view to check your queue status in the web client. Your queue status will let you know whether or not you are logged into the queue. If your status shows logged out, you'll need to log into the queue before calls will be presented to your extension.  

Use the Agent Status panel to the right of the of the web client to check your queue status.

Your queue status appears under your name and extension number as shown above.

Another way to check your queue status is to look at the ‘Q’ toggle button at the top right of the screen. If the queue button is greyed out, this means that you are not logged in the queue.

If you find that you are logged out of the queue, there are a number of ways to log yourself back into it:

  • via the web client
  • via your desk phone
  • via your soft phone

Logging in/out of the queue via the web client

Using the web client you can press the greyed out ‘Q’ button at the top right of the screen. Once you have done this you will notice that the ‘Q’ button turns blue. This means you are now logged into the queue.

You will also see your queue status change, this is located under your name and extension number. The status should now change to Logged in.

Alternatively, you can dial *62 from the key pad in your web client and press call to log into the queue.

If login is successful you will see the ‘Q’ button change colour to blue and your queue status below your name and extension number will be set to logged in.

Logging in/out the queue from your desk phone

From any desk softphone, simply dial one of the following codes to log in or out of the queue.  

  • Dial *62 to login to call queue
  • Dial *63 to logout of call queue

Note: This feature will log you in/out of ALL call queues simultaneously.

Logging in/out of the queue from your softphone

There are two ways to do this using the 3CX Phone. You can use the dial code method or you can use the Q button method.

Dial Code Method 

  • Dial *62 from your softphone to login to ALL call queues
  • Dial *63 from your softphone to logout of ALL call queue

Q button Method

  • Using the Q button on your dial pad you will be able to log in/out of all call queues. When the Q button is highlighted in white you are logged into all call queues. Alternatively, when the Q button is greyed out you will be logged out of all call queues.

In the example below Test Ext1 is logged out of all queues.

Have you got DND Enabled?

DND is the Do Not Disturb function. Once enabled the extension will not be able to take ANY calls until the feature is disabled again.

Please check to ensure you do not have the DND function enabled as this may be the reason you can’t accept calls from the queue.

Disable DND in the web client

If your web client is set to Do Not Disturb you will see this status in the top right of the screen.

To remove DND status, simply click on the down arrow next to Do Not Disturb and select the Available status instead.

Note: Only when your Q button is blue and your status is set to available will you be able to receive calls from the queue.

Disable DND on the softphone

If your soft phone is set to Do not disturb you will see this status underneath your name in the top left of the softphone. To remove DND status, simply click on the down arrow next to Do Not Disturb and select the Available status instead.

Note: Only when your Q button is white and your status is set to available will you be able to receive calls from the queue.

Disable DND on desk phone

Most Cloud Phone handsets will have a hard coded or soft key buttons to enable or disable DND. Use the DND button to toggle between Do Not Disturb and Available.

  • Yealink – soft key button. Press the button under ‘DND’ on the screen.
  • Snom – hard coded button. Press the ‘DND’ button on the handset
  • Cisco – soft key button. Press the button under ‘DND’ on the screen.

Have you got an active internet connection?

Cloud Phone system uses your internet connection to make and receive calls. If you do not have an active internet connection on your softphone, web client or desk phone it will not function properly. This may be the reason you aren’t receiving any queue calls. Please check your internet connection to ensure it is functioning. If your handset or softphone says No Service or the softphone does not show a status of On Hook, you may have issues with your internet connection. Please contact your network administrator or internet service provider for more information.

If you are still having trouble receiving calls from the queue...

Make a request for support here.

Featured KB Articles