See How to Disconnect Your Agent Leg Manually for more information. Try disconnecting your agent leg to rule out the issue with the agent leg being stuck and preventing you from receiving incoming calls. For more information, refer to the article User Is Unavailable for Inbound Calls. If the agent is not using a DIN or they should also receive calls that are routed to a team via a Call Path (in addition to calls received via DIN), they need to be added to a Rep Queue within a Call Path (that has an assigned direct inbound number) to be able to receive incoming calls in Playbooks. Check If the User Is Added to a Rep Queue Within a Call Path If DIN was unassigned from the user's account, then the user should ask their manager or admin to assign a DIN to an account. Have a manager or admin assign the agent a DIN To do so, click the agent from the People or Teams tab and scroll down to "Direct Inbound Number".Īs a support agent, you can impersonate the representative to check their Phone settings, or you can impersonate one of their managers or admins to directly check which DIN is assigned to the agent, if any. Have a manager or admin verify which DIN is assigned to the agent's account, if any. Your manager needs to check whether you were using a Direct Inbound Number assigned via Playbooks. Is the Agent Using a Direct Inbound Number? Make sure that your Agent Number is set to the phone where you will be receiving inbound calls. It may be that your Agent Number has been changed or is not what you expect it to be. If you cannot mark yourself as available, please check the Playbooks Status page to see if there is an ongoing incident or outage that prevents users from receiving inbound calls. Make sure to mark yourself as available for inbound calls by clicking on the headset icon in the Playbooks extension. Make Sure that You Are Marked As Available for Inbound Calls in Playbooks See Error: "Sorry, we couldn't connect you" When Trying to Make Calls with MS Teams for more information. If you cannot receive inbound calls while using Microsoft Teams, there may be an issue with your MS Teams phone number or app configuration. Inbound calls are not routed to agents via a rep queue or are disconnected before anybody can answer You receive calls to your cell phone but they do n ot register through Playbooks so that you could disposition the calls.The message " Currently unavailable for inbound calls" is displayed in the Playbooks extension.Your agent phone rings and you can answer the call, but it is silent.Microsoft Teams gives an error message saying “Sorry, we couldn’t connect you”.Your agent phone does not ring when you accept an incoming call in Playbooks.Inbound calls lead to an automated message instead of going through to the agent.This article explains how to correctly troubleshoot issues where a representative or agent is unable to receive inbound calls.
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