Calls are queued but agent softphones don't ring (V2)

If you call one of your hotline numbers and the call gets queued, but the agent softphones don't ring, follow the following steps to troubleshoot and isolate the cause:

1. open Reporting > Live logs in a separate tab in order to see exactly what happens in your test / sample call

2. after a call is queued, you will see the attempts to select and ring agents. They will look something like this:

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This means that an agent "Christina" is selected and prepared for calling. You will then see attempts to ring that agent.

If the information above is shown in the logs, but the agent's softphone (or other phone) does not ring, the agent's phone is very likely not reachable. Here are the most common reasons for that:

A. the phone is not registered with a SIP account - usually you will see a message indicating that on the phone display or within the account settings for the particular SIP account

B. something on the particular agent's computer causes the issue, e.g. the softphone application is frozen, the computer is out of working memory, etc.

C. the phone SIP account is registered but a local network problem prevents the call from reaching your phone. You can verify this issue with a number of tests:

  • change the agent number to a mobile or landline and do the test call again (this will isolate the problem down to the softphone/SIP account)
  • turn off the agent phone device and make sure the SIP account is no longer used, then use the SIP account in a softphone but not through your network, i.e. make sure the agent is on a device connected to the internet over GSM mobile data (this will isolate the issue down to your network or your internet service provider)

Problems A and B are easily sorted by re-registering the account, restarting the softphone / phone device or the computer. 

For fixing problem C, check out the following articles on this topic. They will help you or your system admin to optimize your network for VoIP/SIP:

How to set up your network for babelforce VoIP / SIP

Connecting Phones via SIP - Technical details and requirements

Note: if you bought a supported softphone provisioned by babelforce, we can help you troubleshoot the issue. If it is a non-supported softphone, you will need to isolate the issue yourself. If it is a network issue, you will need to get in touch with a network engineer or system admin to fix the issue(s). It is a good idea in any case, to have your network optimised for VoIP / IP telephony. With the supported softphones from us, we can help you and your IT staff or contractors to isolate problems.

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