Hi All,
We have successfully set all our agents to work from home in these tricky times however we seem to be getting an increased number of calls that try to connect to an agent, the agent clicks pick up and then nothing. It moves them into a state of ACD - Agent not answering.
They then look on their call history and have a 500% number in the customer telephone field. It is happening on all of our lines(not just one). No changes have been made to any of our attendant profiles. Just wondering if anyone else is struggling with this? Or if you were and manage to correct it.
We have tested network providers, bandwidths and VPN connections. Some agents have poor Network connections which we know will create issues in there own rights but most of the agents have full Internet connections, Full mobile network connection and are connected to our VPN.
We have also tried SIP Soft Phones with a few agents but this is still happening.
Any help would be greatly appreciated.
Thanks,
#Routing(ACD/IVR)------------------------------
Vicki Ward
Dallier and Resource Planning Manger
Agria Pet Insurance
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