An Agent is Available and a call is offered. The Agent is made Busy, however, the call shows as Rejected.
- Virtual Contact Center
There is a stuck email case in the Case Queue. Assign the stuck email case to an agent.
Emails and calls will now be flowing normally thereafter.
An email case is stuck in the case queue. Because the case is waiting longest, VCC will not let the agent accept a call until the case is accepted.