Queue overflow, inbound calls dropping
Inbound queue fills beyond configured depth, incoming calls drop or get routed to overflow.
Symptoms
- •Inbound callers hit voicemail despite agents seemingly available
- •Queue wait time spikes to maximum
- •Abandoned inbound count rises
Common causes
- •Agent-to-call ratio too low for current volume
- •Skill-based routing misconfigured, matching agents unavailable
- •Queue max depth set too low for peak volume
How to fix it
- 1Increase agent count on active inbound queues
- 2Review skill-based routing settings
- 3Increase max queue depth if overflow handling isn't desired
- 4Set up overflow routing to a different queue during peak
VICIPanel's inbound dashboard alerts on queue depth crossing warning thresholds, you can move agents from outbound to inbound before calls start dropping.
Related issues
More Asterisk errors
Asterisk not running on the dialer box
The Asterisk process is dead, no calls can be placed or received until it's restarted.
Campaign dial level stuck at zero
Campaign auto-dial level drops to 0 and never recovers, dialing stops.
Dial prefix invalid for campaign
Campaign is configured with a dial prefix that doesn't match any Asterisk dialplan extension, every dial fails instantly.
Hopper empty, dialing paused
The pre-dial lead cache is empty and the fill cron hasn't run, dialing stops until new leads enter the hopper.
Stop troubleshooting. Start operating.
VICIPanel's health dashboard catches most of these issues before they impact your agents — with plain-English diagnostics and one-click remediation.