Why do agents "Line" status sometimes get stuck on "ringing"?

If an agent's Line status gets stuck, e.g. on "ringing" even though their phone does not ring. For example, the agent phone is not ringing but their Line status looks like in the following screenshot. This is usually because the last time they were called their phone device or softphone was not registered or not available.

 

The same thing can happen if the agent tries to take the call on an end device (phone) but the call is not correctly established. It is possible to also get stuck on another Line status, e.g. stuck on "In-call" even though the call has ended. In this case, it is also because the end of call was not correctly signalled or received.

 

The solution is quite easy: just wait a minute or two. babelforce automatically attempts to detect these spurious statuses and the agent's line status will be returned to "available".

 

Note that if you don't already use our presence and instant messaging services, you can add these features for all your agents and staff. You then get another form of status information that is directly aware of the status from the end-user device (e.g. softphone).

 

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