Hangup does not happen immediately in queue

Hi all,

I have a situation where incoming external calls (PSTN) are entering the queue and getting they greeting announcement. The caller hangs up during the greeting, but the greeting continues and then the phones in the queue ring. When answered, the agents get a busy signal. The queue phones shouldn’t ring though as the hangup should be immediate.

Can someone please point me in the right direction to ensure that when a hangup occurs in the queue, it’s immediate and doesn’t call the ring queue phones.

We use FreePBX where possible to change settings.


We can’t answer questions about how to use FreePBX here.

What channel technology are you using?

If analogue, how is disconnect supervision provided and what have you configured for it?

If VoIP, are you sure that the the ITSP handles disconnect supervision correctly?