Forum Discussion

alexnuno's avatar
alexnuno
Active Contributor
2 years ago

Tens of Thousands of Inbound Calls logged in a Month... to one person.

Hi There!  We have a couple of people experiencing this issue. About 2 to be exact, where their call history shows what the screenshot provided shows. Their inbound calls are logged thousands of tim...
  • alexnuno's avatar
    alexnuno
    2 years ago

    Just an update. According to support, apparently users have to use Pause Codes and log out and back into queues. I will be advising my users to try and do so, but this doesn't seem to be a very intuitive or user friendly solution since DnD is such a core expected feature. I was really hoping GoTo would be able to just change how the reports handle the call data and/or how the system handles the call scenario. I will inquire about this.

     

     

     

    "Hi Alex,

    Thank you for this information. The fact that they do not use pause codes neither log out or back is what is causing problems on the reports. The system identifies as if they're busy when on DND and sends the calls multiple times to their extensions as it always hits voicemail. We do not recommend this practice. 

    Please get them to use appropriate pause codes and to log out after every shift and let me know if this issue persists after this change. Bellow you will find links for how to use pause codes and how to login and log out:


    Thank you,
    Lili | Support Engineer"

alexnuno's avatar
alexnuno
Active Contributor

How interesting! Thanks for the information and suggestion mkeaton! I am going through that side of troubleshooting with the users now and hope it will help too. So far "Call waiting" seems to be a feature that is enabled by default on the carrier side, as there is no option to enable/disable anywhere in their phone settings or carrier app settings. They are both on iPhones. There's an option with Verizon to temporarily disable it by dialing *70 before calling a number, which I hope will help, as it should re-enable and maybe matter? We will see.

mkeaton's avatar
mkeaton
Frequent Contributor
2 years ago

Here is a few other things to check...

 

Another weird bug they told us about was...  Agents that are logged into a queue shouldn't have on do not disturb, it will also make toooons of missed calls. the mobile app does have that option, and so does the softphone so might check that.

 

Here is what ours looked like as well while we were troubleshooting these issues:

 

 

 

Another thing to make sure is set up right,  is the "ring active agents" option in the queue settings - basically that needs to be set to never or they will get calls incoming to their line when they are already on a call.

 

  • Ring active agents â€” Choose when agents actively on a call can receive additional incoming calls:
    • Never â€” The user will never receive an additional call when their line is busy.
    • On personal calls â€” The user can only receive an additional call when they are currently on a non-queue call.
    • On all calls â€” The user can receive an additional call regardless of the type of call they are currently on.

Hopefully one of these helps! if not I hope GoTo can figure it out!! Have wonderful weekend.

  • alexnuno's avatar
    alexnuno
    Active Contributor
    2 years ago

    Hi mkeaton!

     

    Thanks or the additional information and apologies for the late response, I hope all has been going well for you! Your input is infinitely appreciated.

     

    The user did confirm that they use the App's built in DND feature when they don't want to receive work calls.... which makes sense, though I did advise that if they can do a different workflow to avoid work calls to please do so.

     

    The call queue has definitely already been set to "Never" ring active agents, so thats another thing ruled out and I just confirmed the logging errors are still occurring. /:

     

    GlennD Would there happen to be any updates or other suggestions on the GoTo side?

     

    Thank you both for your help!