Consumer Call not ringing with agent but appearing...

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On April 16, between 2:25 P.M. ET and 4:12 P.M. ET, the domain zoom.us was not available due to a server block by GoDaddy Registry. This block was the result of a communication error between Zoom’s domain registrar, Markmonitor, and GoDaddy Registry, which resulted in GoDaddy Registry mistakenly shutting down zoom.us domain. Zoom, Markmonitor, and GoDaddy worked quickly to identify and remove the block, which restored service to the domain zoom.us. There was no product, security or network failure at Zoom during the outage. GoDaddy and Markmonitor are working together to prevent this from happening again.

Issue is a consumer is ringing, it is presented to an agent but it does not ring for him so he cannot answer it, the user hung on for 4 minutes and the call wasn't presented to anyone else. However we have it set that it should ring for 10 seconds, if not answered ring another 10 seconds with same agent and then it should put him on Not Ready Forced and it is not doing it.

I checked the status reports for the agent and it does not show him ringing. However I checked the logs and traced the caller, it shows she connected to him. However it did not and both consumer calls were classed as an abandoned call.

Has anyone come across that?

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