Overview

A customer's agent is experiencing dropped calls or their status is being switched to Not Ready while they are trying to take calls.

Workflow

 

 

Instructions

Check if the Agent is able to receive calls

If the agent is experiencing an intermittent network issue, this issue could already be resolved.  To check if the agent is able to receive calls you can follow the Verify that the user is still not able to receive calls section of the My Calls are Being Dropped or My Status is Being Switched to Not Ready article.

Does the Agent have a proper internet connection?

Agents have internet connection requirements in order to use Volt Delta UK successfully.  To verify if the agent has a proper internet connection that meets the requirements to use Volt Delta UK, please refer to the Verify the user has a proper internet connection section of the My Calls are Being Dropped or My Status is Being Switched to Not Ready article.

Is the Agent's headset detected?

If an agent's headset is not properly detected or not properly connected, this could cause an agent's call to drop or their status to change to Not Ready.  Please follow the steps in the Microphone Audio Cutting In and Out article to determine if there is a headset connectivity issue.

Is there a network issue?

You can review the FMB Logs from the agent's workstation to review error messages to determine the root cause for the dropped calls or the agent's status to look for network-related error messages and its cause as described in the Network Troubleshooting section of the My Calls are Being Dropped or My Status is Being Switched to Not Ready article.

Gather Workstation Logs and continue the investigation

If the previous steps do not resolve the issue gather the Workstation logs from the agent's workstation as described in Locating Agent Workstation Logs article.  After gathering the agent's workstation logs, open a Volt Delta UK Support Ticket with the logs attached to have the support team continue investigating the issue.