Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

Hi David:

Are the agents getting notifications and alerts when a call is coming in? I've ran into this many times and there have been multiple reasons this is happening:

1. The agent has focused assist on their PC, so all notifications are suppressed.
2. Do they have their sound profile configured correctly? In my organization, our agents are hybrid and they need to update their settings based on where they are working to ensure they have the proper headset configured.
3. Do you have Teams integration? We do not and have found that sometimes agents are missing calls when they are on a Teams meeting and did not change their status to away.
4. Agent receives notification but cannot click "answer." After a lengthy investigation, we had to remove a DNS to solve this issue because we were having errors with the WebRTC phones connecting to the edge. 
5. Related to the above incident, we have found that when our system is having network connectivity issues, calls are alerted to an agent only a short time (10-15 seconds) before routing to the next agent. 

Hope this helps.

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

Hello Tracie,

very interested by your 4th point. We do experience the same sometimes.

Could you give more details about your findings/ investigations and resolution, would be much appreciated :)

Kind regards,

Nathan.

Hi David:

Are the agents getting notifications and alerts when a call is coming in? I've ran into this many times and there have been multiple reasons this is happening:

1. The agent has focused assist on their PC, so all notifications are suppressed.
2. Do they have their sound profile configured correctly? In my organization, our agents are hybrid and they need to update their settings based on where they are working to ensure they have the proper headset configured.
3. Do you have Teams integration? We do not and have found that sometimes agents are missing calls when they are on a Teams meeting and did not change their status to away.
4. Agent receives notification but cannot click "answer." After a lengthy investigation, we had to remove a DNS to solve this issue because we were having errors with the WebRTC phones connecting to the edge. 
5. Related to the above incident, we have found that when our system is having network connectivity issues, calls are alerted to an agent only a short time (10-15 seconds) before routing to the next agent. 

Hope this helps.

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

Hello Tracie,

very interested by your 4th point. We do experience the same sometimes.

Could you give more details about your findings/ investigations and resolution, would be much appreciated :)

Kind regards,

Nathan.

Hi David:

Are the agents getting notifications and alerts when a call is coming in? I've ran into this many times and there have been multiple reasons this is happening:

1. The agent has focused assist on their PC, so all notifications are suppressed.
2. Do they have their sound profile configured correctly? In my organization, our agents are hybrid and they need to update their settings based on where they are working to ensure they have the proper headset configured.
3. Do you have Teams integration? We do not and have found that sometimes agents are missing calls when they are on a Teams meeting and did not change their status to away.
4. Agent receives notification but cannot click "answer." After a lengthy investigation, we had to remove a DNS to solve this issue because we were having errors with the WebRTC phones connecting to the edge. 
5. Related to the above incident, we have found that when our system is having network connectivity issues, calls are alerted to an agent only a short time (10-15 seconds) before routing to the next agent. 

Hope this helps.

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

Hi David:

Are the agents getting notifications and alerts when a call is coming in? I've ran into this many times and there have been multiple reasons this is happening:

1. The agent has focused assist on their PC, so all notifications are suppressed.
2. Do they have their sound profile configured correctly? In my organization, our agents are hybrid and they need to update their settings based on where they are working to ensure they have the proper headset configured.
3. Do you have Teams integration? We do not and have found that sometimes agents are missing calls when they are on a Teams meeting and did not change their status to away.
4. Agent receives notification but cannot click "answer." After a lengthy investigation, we had to remove a DNS to solve this issue because we were having errors with the WebRTC phones connecting to the edge. 
5. Related to the above incident, we have found that when our system is having network connectivity issues, calls are alerted to an agent only a short time (10-15 seconds) before routing to the next agent. 

Hope this helps.

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

Hi David:

Are the agents getting notifications and alerts when a call is coming in? I've ran into this many times and there have been multiple reasons this is happening:

1. The agent has focused assist on their PC, so all notifications are suppressed.
2. Do they have their sound profile configured correctly? In my organization, our agents are hybrid and they need to update their settings based on where they are working to ensure they have the proper headset configured.
3. Do you have Teams integration? We do not and have found that sometimes agents are missing calls when they are on a Teams meeting and did not change their status to away.
4. Agent receives notification but cannot click "answer." After a lengthy investigation, we had to remove a DNS to solve this issue because we were having errors with the WebRTC phones connecting to the edge. 
5. Related to the above incident, we have found that when our system is having network connectivity issues, calls are alerted to an agent only a short time (10-15 seconds) before routing to the next agent. 

Hope this helps.

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office. 

We recently experienced this issue. After lots of troubleshooting the individuals, we couldnt find anything. 

It turns out we didn't have enough Edges setup to handle the additional call volume we were experiencing for Fathers Day. Once we added 2 additional edges, the issue went away immediately. 

Hi, 

Seeing if you have any insight/solutions on the "not responding" status? Recently, seeing an uptick in our agents getting it. This is when they work at home or even in the office.