On August 22nd, we applied a minor upgrade to address a potential lockup issue on our softswitches. This upgrade seems to have an unintended side-effect; some call queue agents are ignored when calls are routed. As call queues are the underlying object used for traditional call queues as well as hunt groups, this problem has the potential to impact many customers. The actual impact has been minimal, but for those customers who are impacted the experience can be quite frustrating. We have been working with engineering on fixing the issue permanently, but below are instructions on how to temporarily address the issue. We will be more than happy to fix this issue for you if you would prefer, but we wanted to offer the option for our customers to address it themselves as well.
Log in via Office Manager or Call Center Supervisor Role
Log in to the portal with a user who has either the Office Manager or Call Center Supervisor role.
On the Call Queues page, all queues will be shown. Click on the Edit Agents button next to the queue that isn't working properly.