Issue with Receiving Calls Only on Specific Agent Accounts

Question

There was an issue where receiving calls was not possible on specific agent accounts. 

Calls come in, but the softphone screen does not switch to the call reception screen and remains on the waiting screen, and even after re-logging in, the calls cannot be received. What should I do?

Answer

If you check the logs of the specific agent in Matrix Admin under Operations Management > Agent Logs and see that there is a repeated re-login issue, it is likely that the softphone has been reloading repeatedly.

This issue occurs when there is a headset device recognition error or a network disconnection.

The headset device recognition, especially microphone device recognition issues, will show as a device problem during re-login, and brief network disconnections will appear as re-logins without messages.

If the reloading issue occurs repeatedly due to device recognition problems or network instability, it can cause a mismatch in the CTI status, resulting in the inability to receive calls.

To resolve this, go to Matrix Admin Operations Management > Users, select the affected user, and use the "Change Status" menu to perform "CTI Reset" to resolve the status mismatch.

When you perform a CTI reset, the specific agent account will be logged out of the softphone, so you will need to log in again to use it.