Occasional missed calls

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Hi,

User in my team as a contact centre are having issues where the call doesn't ring or connect and just pop up as a missed call. This isn't every call and doesn't affect all agents but some experience every other call.

Call handling and routing

Eliot

Community Super Champion | Partner

hi @Robyn Bridgeman

Intermittent issues are hard to diagnose. To start, how are incoming calls routed to agents? For example, are you using:

Zoom Contact Center,

Zoom Customer Engagement Pack,

Zoom Call Queues, or

Zoom Shared Line Groups

Comparison of call routing methods explains the routing options that Zoom Phone provides.

Once we understand how you are setup, we can check to see if the setup is optimum.

Thanks, eliot

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