Hello,
I have a queue, that has virtual agents (FMFM to off PBX numbers, landline, IP, cellphone), and it works just fine. When I turn call confirm (press 1 to accept), sporadically, it will not connect the caller and the agent. Users are reporting they hit 1 and it fails to answer/connect. I turn it back off and it is fine again. There is two-way audio, what else could it be. We need call confirm turned on to avoid going to users personal voicemail boxes.
Thanks for any insights.
Do you have logs of a call example? First guess would be that by the time the user pressed 1 the caller had hung up or the ring timer had been reached.
Try increasing the Agent Timeout value on the Queues > Timing and Agent Options tab > Agent Timeout. Give the home agents a little longer for the call to process through to the agent and be picked up. This will probably solve your issue.
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.