Follow

Problems with Queues

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.

Select Call Queues

Select Call Queues

Click on the Call Queues button on the top toolbar.

Select Agents

Select Agents

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.

Remove Broken User

Remove Broken User

Remove the Agent (user) who's phone isn't ringing properly.

Re-Add User

Re-Add User

Next, click Add Agent (1) and add the user back in.  When typing the extension number (2), select the extension and user name when displayed.  Set the Max Simultaneous Calls (3) to 2.  All other settings can be left the defaults.  Click on Save Agent (4).

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk