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  • 1.  Agent on-queue but not able to receive calls

    Posted 11-26-2025 14:40
    No replies, thread closed.

    Hi Folks,

    I have an agent part of queue, there are many calls landed on the queue and it got answered by many agents, but i have one agent not able to get any ACD calls.
    I check the agent license, queues & skills and all configurations compare it to the other agents they are same.

    What could be the reason of why agent not able to receive ACD calls??

    Thank you


    #Routing(ACD/IVR)

    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------


  • 2.  RE: Agent on-queue but not able to receive calls
    Best Answer

    Posted 11-26-2025 15:07
    No replies, thread closed.

    Hello Mahmoud, 

    There are a couple of things to check. I will list them down below. 

    1. Agent Status
      1. Ensure the agent is not in a status that blocks interactions, such as busy, meeting, etc. 
      2. Verify the agent is On queue and available to accept interactions.
    2. Check the workspace to make sure there are no "stuck" interactions that could be causing the block. 
    3. Look for any "Do not Disturb" settings
    4. Check if the agent has any active non-acd interactions that might be blocking calls. 

    After verifying all this and if the issue persists have the agent log out and log back in to refresh their session. Check if the issue occurs across different browsers/platforms. 

    And finally if all that fails I would open a case with product support so they can check to see if anything is blocking in our logs. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Agent on-queue but not able to receive calls

    Posted 11-26-2025 16:23
    No replies, thread closed.

    Also make sure they have a phone assigned to them, they have allowed the microphone, have not deselected their phone, and are activated on the queue (not just a member of it). Each of these will also prevent ACD calls from routing to them.

    Without seeing the issue live, we're kind of shooting in the dark :)



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------

    Original Message


  • 4.  RE: Agent on-queue but not able to receive calls

    Posted 11-28-2025 15:55
    No replies, thread closed.

    Thank you Cameron and Brian,

    Much appreciated!



    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------

    Original Message


  • 5.  RE: Agent on-queue but not able to receive calls

    Posted 11-30-2025 11:32
    No replies, thread closed.

    Hi Mahmoud

    If this is happening only in one queue, check if the queue hasn't been disabled for the user.
     
    In this scenario, even if the user is part of the queue and it's disabled for them, they won't receive any interactions.

    As shown in the example below, if the queue is not selected, it is because it has been deactivated; simply activate it again.

    If the problem occurs with all interactions, check if the webrtc extension is selected for the user.
    Add the colum "station", If the phone icon is red, it means it's not selected.
    The next step would be to check this user's connection.
    Finally, I would open F12 in the browser, open the network tab, and perform a new connection test... if there are any errors/failures, they will show up.


    ------------------------------
    Kaio Oliveira
    Interaxa
    ------------------------------



  • 6.  RE: Agent on-queue but not able to receive calls

    Posted 11-30-2025 18:35
    No replies, thread closed.

    Thank you Kaio for your insightful feedback.

    I really appreciate it 



    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------

    Original Message


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