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Call Disconnects When Agent Goes Available
8x8 Support

Call Disconnects When Agent Goes Available

Symptom

  1. AgentA and AgentB are logged into the ContactNow dialer using Agent On Demand (AOD).
  2. AgentA is in Available status, and an inbound call rings their phone.
  3. AgentA is not able to take the call.
  4. The call then rings AgentB, and AgentA status automatically changes to Idle.
  5. AgentB answers the call and is talking with the caller.
  6. AgentA changes their status back to Available.
  7. AgentB and the caller are disconnected.

Applies To

ContactNow with AOD used with Virtual Office phones.

Resolution

Make the Virtual Office phone Call Forwarding time at least 10 seconds longer that the ContactNow AOD Ring Time.

AOD Ring Time

  1. Log into ContactNow as an administrator.
  2. Select Configuration > Agents, Teams & QueuesQueues tab.
  3. For the inbound queue, click the Edit icon.
  4. Select the Settings tab.
  5. Scroll down to AOD Ring Time and note the time in seconds applied to this setting.

VO Phone Call Forwarding

  1. Now log in to 8x8 Configuration Manager.
  2. Click Users.
  3. Click the Edit pencil icon for the user experiencing the problem.
  4. Scroll down to Call forwarding rules and click on that title to expand the section.
  5. Click the Edit pencil icon for a user for When user does not answer the call within XX seconds.
  6. Make sure that the time setting in the When no answer for (seconds) field is at least 10 seconds longer than the AOD Ring Time you noted, above.
  7. Click Save.

Cause

  • If the Virtual Office phone has a Call Forwarding rule: Forward to the other agents "When user does not answer within 20 seconds."
  • And ContactNow has 'AOD Ring Time' set to 30 seconds.

When ContactNow AgentA does not answer within 20 seconds, the VO phone will forward the call to AgentB via the VO phone system.

ContactNow does not know that the VO system has forwarded the call and thinks the AgentA answered the call.

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