We have configured Sinch Contact Center and Email and Chat channels are working good, however we are facing issues with Voice / Phone channle i.e. when the agent login into the CP, he is getting 'succesfull login
and 'Phone Ready messages', but he is facing the below issues :
1) Incoming : When the call gets the Agent CP showing the Incoming Call with 'Accept' and 'Decline' buttions, but when the agent try to click on 'Accept' button , nothing is happening , so he is unable to pick the call.
2) Outgoing : Dial pad is opening and able to input the number , but when clicks on 'call' button , the dial pad is disappering.
Reqeust your help on the same.
Thansk in advance
Ajay Babu G
Have you checked that the agent has a supported audio device configured in User Menu> Settings> Audio Settings? If so, do the following:
Our agents are also getting these issues, and 9 out of 10 times, it's because the headset is not found or incorrect device is used. It could happen if they have removed the headset and you get multiple audio devices with same name, and they have unfortunately picked wrong device.
This is our workaround:
Have a great week and hope that my workaround will help you.