There are a few requirements that must be met in order to route inbound calls to your agents. Please check the following and make sure these settings are correct.
- The agents must be assigned to the inbound ACD Queue. This is managed in the Users tab of the ACD Queue or within the agents' user profile in the Users application using the Inbound Queues drop-down. Assign the agents to the ACD queue from the Users tab of the ACD Queue Assign the agent to the ACD queue within the user profile
- The inbound ACD queue MUST be set as an Allowed Inbound Queue within the Queues tab of the campaign settings.
- Review the ACD queues distribution method. This option is available in the General tab of the ACD queue settings. If this option is set to Ring All and route to the first agent that answer the agent station extensions MUST be configured to ring before accepting any inbound calls. To configure the phone to ring, navigate to the Stations application, click edit on the desired station extension, navigate to the Features tab and set Keep Phone On Hook to YES and click Save. If you prefer to not have the agents manually answer the inbound calls, please change the ACD queues distribution method away from Ring all.