We have users that are part of our inbound call queue who occasionally get a few seconds into a call when it then drops. Following that, if the person calls us back, the person who took the original call does not see the call coming in through the queue. It doesn't happen all the time, and the person who is left off the queue is back in the queue when the next phone call comes in. Any advice?
Hello @mtavani
To see the reason behind call drops, You can go to the Dashboard -> phone -> Find the call and see why the call dropped. See screenshot here:
When called back, it depends on your Queue distribution method ( simultaneous, Sequential, Longest idle etc) if the same caller receives the call or not.
Hope that helps.If this response helps, please accept the answer as an accepted solution, so others can benefit as well.
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