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Consumer Call not ringing with agent but appearing answered

MartinaJBoyle
Explorer
Explorer

‎2023-12-13 11:59 AM

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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