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  • 1.  Group Call alerting a user despite them being offline.

    Posted 01-31-2023 11:24
    Edited by Jason Tran 01-31-2023 12:54
    There a issue reported where a agent offline is being alert to a group call. The Group routing is set to sequential order so it will go through a list of member of that group. Everybody in that group is set as the owner so its odd she got the alert when she is not a member. The agent hasn't been online since Jan 27. I check their status and can see their idle and not responding % as 0 and 100% for the 30th during the time it was reporting group calls were alerting the agent. 




    My understanding is it shouldn't alert agent that are offline for group calls. We have a support in the same group that has a phone selected and it never got any alerts when no one was using it so its odd that a group call is alerting this one user who is offline. I wonder does it have something to do with the user being last user on the sequential list in the very last rotation or possible glitch in the system.

    It appears to have stopped after they deleted and restored the agent account.

    #ArchitectureandDesign
    #Telephony
    #Unsure/Other

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  • 2.  RE: Group Call alerting a user despite them being offline.

    Posted 01-31-2023 14:50
    Are you saying the user isn't a member of the group at all?  Do they have a default phone configured against them?   That's usually what will cause them to be included in alerting for group calls even if offline.

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  • 3.  RE: Group Call alerting a user despite them being offline.

    Posted 01-31-2023 15:18
    Thanks 

    we suspect someone changed the user to a member then changed them back to a owner that why they stopped getting calls afterwards. Hard to tell because there no audit of this so the likelyhood was that may have been setup as a member before they switched to a owner of the group.

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