Thank you David for your feedback! I will forward this to out IT department.
Original Message:
Sent: 05-19-2026 19:01
From: David Betoni
Subject: Alert- No answers
Hi Roxanne,
Based on what you described, the overall volume of Alert – No Answer events does not appear excessively high for an environment handling 3,000–4,500 calls daily. However, the specific symptoms you mentioned - agents attempting to answer without connecting, calls disappearing, missing alerts, and unanswered calls while agents are available - are not typically considered normal operational behavior.
We have seen similar situations associated with intermittent WebRTC, network, browser, or device-related issues. In many cases, factors such as network latency, packet loss, firewall/proxy interference, browser instability, or headset/audio device problems can contribute to these types of Alert – No Answer occurrences.
Generally recommend reviewing:
- WebRTC diagnostics and Network Readiness Assessment results
- Browser/Desktop App versions and stability
- Firewall/proxy and UDP connectivity configuration
- Whether the issue is isolated to specific users, locations, or time periods
- VPN or VDI usage patterns
While a small percentage of Alert – No Answer events can be expected in high-volume environments, the behavior you described may justify additional investigation to rule out an underlying technical issue.
Hope this helps.
------------------------------
David Betoni
Principal PS Consultant
Original Message:
Sent: 05-19-2026 17:51
From: Roxanne Tieman
Subject: Alert- No answers
I wanted to reach out to understand whether you are experiencing a similar level of Alert – No Answer occurrences within your operations.
Currently, we handle approximately 3,000–4,500 calls per day, and we are seeing an average of 40–60 Alert – No Answer events daily. These instances include situations where:
- Agents attempt to answer calls multiple times but are unable to successfully connect
- Calls appear and then drop unexpectedly
- Agents do not hear the incoming call alert
- Calls go unanswered despite the agent being available
We are trying to determine if this level of occurrence is consistent with what others are experiencing, or if this indicates a broader issue that requires further investigation.
Any insight you can provide would be greatly appreciated.
#GeneralQuestion
------------------------------
Roxanne Tieman
Call Center Operation Manager
------------------------------