Troubleshooting Queue Calls Not Ringing Phones

Here are some recommended troubleshooting steps if your phones are not ringing on an incoming queue call:

Are calls getting routed to the Call Queue? Check the Call Logs: go to Reporting > Call Logs and select Call Queues, then select the queue and click View Log.
If calls are not getting to the queue, check Setup > Incoming Calls to make sure there is a Incoming DID Route that routes the calls to a queue (this can be through an IVR first, or directly to the queue extension number). Place test calls to verify the incoming calls under Server > Current Calls.

Check the Call Queue settings (go to Setup > Manage > click yellow pencil for the queue extension).
Here are the recommended settings to troubleshoot the problem:

•    Seconds to Ring Each member should be set to 4 seconds per ring (4 x n, so 4 x 4 rings = 16 seconds)

•    Seconds Between members set to 5 (default)

•    Seconds for Wrap Up set to 0 for testing

•    Auto Logs Off After Missed Calls if it is not set to 0, change it for testing

•    Acknowledge Call Set to No (this requires users to press 1 to acknowledge a call before picking it up)

Make sure there are extensions added to the Queue Members box, and those phones are registered (go to Server > Connection Status (or System Status) > SIP Phones). Are they registered and green?
If the Queue Members are set to a group, verify the extensions are included in the group (go to Setup > Groups). Are those phones registered?

If the members are Login - Logout members (instead of permanent) make sure they are logged into the queue. To check the Queue login status on a Digium phone, follow these steps

If the queue is set to a Ringing Strategy other than Ring All, try setting it to Ring All and see if the phones ring. Note: Any other Ringing Strategy requires a longer time in the queue to allow individual phones to ring.

Check the In Queue Call Routing settings:
If a caller has been waiting in the queue for [  ]seconds, route the caller to extension [  ]
If this is used, check that the first line is set to enough time in seconds to allow the phones to ring. It should equal or exceed the setting for Seconds to Ring Each Member on the first tab (Queue Information and Members tab). Check the logic of the other settings (if used) to make sure it is not preventing calls from remaining in the queue long enough to allow the phones to ring.

If there are still problems with queue calls not ringing particular phones, check the Call Rules on the member's extension (you will have to log into the extension). Call Rules should never have any Action other than Decline for queue type calls. Refer to this article for a complete explanation of using Call Rules to direct calls. Make sure that the extension's Status is set to Available and is not in another status such as Do Not Disturb. This is visible on the phone's display and from the extension web interface, in the upper-right corner.

Make sure that the Digium phone does not have the Forward app enabled. You can see this in the Call Log details for a particular call (click on the Notepad icon, it will show FORWARD in the Details). Or simply edit the extension settings and disable the Permission for Use Digium Phone Apps > Forward Calls set to NO (go to Setup > Manage > click on yellow pencil for an extension > Permissions tab > Use Digium Phone Apps > Forward Call set to NO). Save SIP Extension.
Note: you can Bulk Modify the extensions to disable this app on all phones if this is the issue.

If none of these settings seem to resolve the issue, run a packet capture and place some test calls into the call queue. Once you have captured the issue, contact Digium Technical Support and we can review the packet capture. See instructions here.