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Failure to Perform Call Listening or Insertion

Publication Date:  2015-06-29 Views:  355 Downloads:  0
Issue Description
When an inspector attempts to listen on or break into the ongoing call of an agent, the inspector's phone does not ring, or the inspector's phone rings but the call fails to be connected.
Handling Process
 If the sign-in phone number is unavailable or no phone number signs in, rectify the fault by performing the following steps:
1. Log in to the Agent Client system and enter the phone number.
− If a POST phone or IP phone is used, enter the phone number during login.
− If an external iAgent is used, ensure that the inspector has logged in to the external iAgent.
2. Set the status to idle after login.
 If the inspector is not in idle state, change to idle by performing the following step:
Click Idle in the Operation area.
If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
 The phone number used by the inspector to sign in to the Agent Client system is unavailable on the unified gateway.
 The inspector is not in idle status.