Outbound calls

[Tunstall]

We have an Elastix PBX system and we are running Queue Metrics for our call centre.  We have 2 inbound queues and an outbound queue. All has been well making in/outbound calls via QueueMetrics.  Today although both agents are receiving inbound via the queue neither agent can call out via the QueueMetrics, they can however make calls out from the handset!  They are both logged on to all available queues including the outbound queue and this show on the system.

Any help advice on what I should be looking at?

Thanks in advance.

[QueueMetrics]

Has it ever worked?
Likely it's a dialpan issue.

[Tunstall]

It worked from the start, we have one agent who is unable to dial a specific number (whilst the other agent can) vis Queue Metrics, yesterday we have a period where neither could dial out using Queue Metrics, then suddenly it is working fine today!!!  They have always been able to dial out using the handset direct.

Sounds a little strange and I put it down to user error until I sat and watched them myself..

[QueueMetrics]

QM does this by sending an  Asterisk command - likely there was a problem on the Asterisk side.