If an agent is unable to take calls or chats, the agent dashboard console will actually provide context as to why you are unable to do so. This article will go over some the issues you may encounter and how to fix them
Verify your agent is allowed to take these calls
Using this article on licensing users for Multimedia/Contact Center (MM/CC), ensure your agents can take calls. The most important of which is outlined below
While logged in as an Administrator, Navigate to User Management --> Licensed Voice Agents or User Licenses. If your agent is not enabled here, enable them and restart their Agent Dashboard tool.
If they are enabled, but cannot enable their status as ready, hovering a mouse cursor over their phone or chat icon (depicted below) can reveal the reasons why. Normally, these issues are easy to resolve. Ranging from not logged into their phone, to being on DND or having an active call.
However, if your phone/chat icon cannot change to green or red but remains dark grey, it will likely say "License not available". This indicates that either A) The MM/CC service is not running or B) That dashboard client is unable to connect to the MM/CC server on port 9095. To test this, you'll want to download the telnet client and telnet to the MM/CC server in question. Once telnet is able to connect, you will be able to proceed with receiving calls.
If you need reference on how MM/CC operates within an On-Prem Environment, refer to the screenshot below:
If all this checks out and you are still unable to take calls and/or chats, we encourage reaching out to our support team for further assistance.