There is a possibility that you could have routed calls to a particular group using IVR, and the agents who are not receiving the calls are not be part of that group. Please check your IVR settings under Admin -> Phone and the group settings under Admin -> Groups.
What can I do if incoming calls are not being received by certain agents? Print
Created by: Fawzia Aleem
Modified on: Tue, 18 Jun, 2024 at 4:33 PM
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