Issue Description
Sometimes my agents within CCaaS are being offered a call for a short amount of time, and before they are able to answer it is then offered to a different agent.
Cause
When you’re running into issues within CCaaS where the phones are ringing an agent but then going to the Agent next in line, you may consider looking at the ACO/RingCentral “User” section for the Contact Center agent(s) in question.
Resolution
Steps
- Navigate to the Users section of the Admin Portal for ACO/Ring Central
- NOTE: The customer/partner will need to open the Admin Portal, Xima Software does not have access by default
- NOTE: The customer/partner will need to open the Admin Portal, Xima Software does not have access by default
- Find the user(s) in question by clicking on them
- In this example, we’ll use Spencer Porter
- Select the “Call Handling and Forwarding” section
- Look at the list of phones that are set up for the User under the "User Hours" tab
- In this example below:
- The top device is the Desktop application or Mobile app (both are supported by Xima CCaaS)
- The 2nd line is a configured hard phone
- In this example below:
Configuration Issues
- The top device is Active, but not logged in
- If an agent has the top device Active but isn’t logged into it, CCaaS will try to present a call to the first device but it will timeout and that agent will get a missed call
- The 2nd device is the only one Active and you’re not logged into it
- CCaaS will try to present the call to the second device, but the phone won’t ring
- Lastly, you are only using the second device but have the top device Active as well
- CCaaS will try to ring the device listed first (even if you’re not logged into it) for the entire duration that it’s set to before trying the second device
- Example from above:
- If the first device, "Desktop & Mobile..." is Active and is set to “1 Ring/5 Secs”, it will pop within CCAC, but it won’t actually ring the desk phone until those 5 seconds are passed
Best Practice
If you are periodically using both the ACO/RC Application and a variation of a hard phone (potentially your home office vs. your work office), please make sure:
- Set "Incoming Calls" to have “Ring all at once” enabled
- Set the "Desktop & Mobile..." to "Ring For" "0 Rings/0 Secs"
- This way, it will attempt to ring the desktop app first regardless of if you’re at your home office or your work office.
Example configuration: