Simon Wei avatar image
Simon Wei asked mary-community-moderator commented

Problem with calls in the queue not ringing any phone


We are having issue with calls being sent to the queue and it doesn't ring any available agents.

Initially, I had it to ring all simultaneously and occasionally (5-6 times a day), you will see call sits in the queue for more than 10 minutes and then eventually become abandoned.

I then have it set up queue as rotating and setup to transfer calls waited over 3 minutes to send to voice mail (rather than losing the call) but I can still find calls sits in the queue for over 3 minutes and then changed to abandoned after 4-5 minutes.

I have re-created the queue as support suggested and it doesn't help.

Does anyone have experience with losing calls in the call queue?

phonecall queues
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mary-community-moderator avatar image mary-community-moderator ♦♦ commented ·

I can see that your Call Queue setup is correct. It should not be missing calls. Would you please continue working with our Tech Support Team? It shows that it is now escalated to Tier 3. Kindly wait for the result. They'll do everything to resolve the issue.

You can always visit our support site to troubleshoot other issues or learn more features at

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