When Calls Come In But You Cannot Receive Them Frequently

Question

Why does it happen that when a customer's call comes in, I cannot answer the call or it immediately switches to After Call Work (ACW), and how can I prevent this?

Answer

MatrixCloud uses WebRTC functionality, which means that phone calls are made using the microphone and speaker devices on the computer. 

During use, some users may experience failures in microphone device recognition in the web browser due to the Windows environment or peripheral device status. 

When a call comes in and the phone rings, if the WebRTC softphone fails to recognize the microphone device, the agent's extension phone will not operate, and CTI will retrieve the call that was distributed to the agent and find another waiting agent to redistribute it.

At this time, the agent experiencing the error may find that the softphone buttons do not work or may switch to After Call Work (ACW) status.

If this frequently occurs during the first incoming call after starting work, please refer to the document below for action.

When the first incoming call cannot be received after logging into the softphone

If this occurs with calls other than the first incoming call, try reattaching the USB headset or moving it to another port. If the issue persists, it may be a problem with the USB headset device, so please check if replacing it with a new headset or one that works well resolves the same error.

Additionally, while Bluetooth headsets are convenient to use, they are devices with a high possibility of errors. Call quality issues may intermittently occur due to signal interference, and other problems may also arise, so their use is not recommended.