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Bug: when signed in to an agent group and calling from personal mobil, call is stuck in queue


fred.bloggs
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Version: 67.0.6 (from 26.7.2021)

  1. Domain > General Setting > Trust Caller ID --> on
  2. Assign cell phone number to an account
  3. Assign account to agent group
  4. Log in to agent group with account
  5. call agent group from cell phone

--> call gets never put through and stays in queue forever, non assigned extensions to the agent group rings

Temporary solution: log out account from agent group or disable Trust Caller ID

 

How it should be:

  • when calling the extension directly via mobile, the virtual personal assistant should answer
  • when calling the agent group via mobile, the call should be routed to the queue as any other call would
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  • fred.bloggs changed the title to Bug: when signed in to an agent group and calling from personal mobil, call is stuck in queue
On 8/1/2021 at 11:56 AM, fred.bloggs said:

when calling the extension directly via mobile, the virtual personal assistant should answer

For this to happen, you have to make sure that your calls via the trunks are landing on the auto attendant. And then go ahead and test this.

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Yes, you are right let me explain again:

I set up an extension and assigned a mobile number to that extension. When I call the extension with the assigned mobile number, the personal assistant takes the call. -> the way it should be ✅

I now set up an ACD and assign that extension to the ACD. When I now use the very same mobile number to call that ACD, the call never gets routed. On the mobile you just hear music on hold but non of the assigned agents phones to the ACD rings. Infinite music.

I do not think that this is the desired behavior as we have an ACD on our main line and when one employee tries to call via a mobile phone he never gets through.

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  • 2 weeks later...

Well its a kind of unusual situation. The call from the cell phone is both a call from a trunk and also a call from an extension. If you call into the queue, that call is seen as a "client" call. If the only agent of the queue is that agent, well then the ACD will not be able to call the agent because that agent is busy on the phone all the time. However if there are other agents logged into the queue, those agents should get the call.

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