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Incoming calls cannot be accepted at all times

  • December 22, 2021
  • 13 replies
  • 0 views
C

Hello all,

Our colleagues in the hotline are reporting strange issues with accepting calls since a few days:

Sometimes it is not possible to click the accept call button on the incoming call widget within Zendesk. Obviously, this is unfortunate as it leads to missed calls although our colleagues are actively looking at the incoming call widget. One colleague even reported that the accept call button was simply missing in the incoming call widget.

This issue does not appear every day, however, multiple colleagues have reported the issue already.

Unfortunately, we could not identify a pattern that causes this issue to arise so far and have no screenshot of this as of yet, but will get back to you once we do. Maybe someone else is experiencing this and can help?

Please let me know what information from our side would be helpful in the investigation.

Warm regards,
Cedric

      13 replies

      Sydney12
      • Sydney12
      • December 22, 2021

      This is also something we have encountered in our instance (I myself has also experienced this). Clearing cache, and refreshing cannot be completed at time of call as call will end and count negatively against Agent as a missed call. We do perform these steps regularly but it still occurs. 

      Brenda15
      • Brenda15
      • December 28, 2021
      Hi Sydney, 

      Please disregard my previous comment, it is intended for a different post. I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created. :) 
      C
      • Cedric11
      • Author
      • January 11, 2022

      Hi @brenda15,

      Do you have any news regarding the ticket creation you mentioned above?
      If you are already investigating this or are going to create a ticket for it, could you let me know? I'd like to follow the progress of it.

      Thank you in advance.

      Warm regards,
      Cedric

      C
      • Cedric11
      • Author
      • January 14, 2022

      Hi,

      As this problem is heavily impacting our performance on the phone hotline, I would be very thankful for a heads-up in this regard. Do you have any information regarding an implementation timeline by any chance?

      Warm regards,
      Cedric

      C
      • Cedric11
      • Author
      • February 16, 2022

      Hi all,

      We monitored the problem for a bit. We could rule out not-updated internet browsers and other client-side theories.

      Current investigation state implies that the reason is the following:
      For whatever reason, some calls are simultaneously forwarded to multiple call agents. We noticed this for three cases in real-time. With that theory, we checked call statistics in Zendesk Explore for reported cases and with the exception of one call, all of them had an additional call segment without forwarding to colleagues or other usual segment causes.

      Is that something that you can confirm/reproduce and ideally fix?
      I raised the point with Zendesk Support via E-Mail some time ago, but haven't heard back yet.

      Warm regards,
      Cedric

      Brenda15
      • Brenda15
      • February 21, 2022
      Hi Cedric, I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created. :) 
      A
      • Andrew18
      • March 24, 2022

      Hi,

      May I know if any updates related to this issue? My organization is also having the same behavior

      C
      • Cedric11
      • Author
      • March 24, 2022

      Hi @andrew18

      Unfortunately no. The problem occurs less frequently for us nowadays (~twice a week) and even after granting "account assumption" @zendesk support could unfortunately not find any leads in the log files.

      @brenda15 investigated this in a separate ticket for our organisation. The ticket has now been closed without a fix as the reduced frequency outweighs the work input required to investigate further. But maybe Brenda can say more about this matter.

      Warm regards,
      Cedric

      Justin42
      • Justin42
      • April 10, 2022

      Hi Andrew! 

      Justin, here, from Zendesk Support. I have went ahead and made a ticket on your behalf so we can investigate this issue further. 

      A
      • Aaron70
      • February 23, 2023

      We are also seeing reports of our team missing calls because the answer button is not appearing when a call comes through to the agent. It appears to happen a few times a week for certain agents. Is there any troubleshooting or way to stop this from happening as we report on this as a metric and it is frustrating that the agent has no control over this. Usually we have to refresh the browser and it appears ok for a short while. 

      Dane13
      • Dane13
      • March 13, 2023
      Hi SME HCI Ltd,
       
      When it comes to this behavior, you can instruct your agents to follow the steps below for isolation:
       
      • Clear cache and cookies
      • Make sure no browser extension is active
      • Use ?noapps
       
      If the same issue persisted, please contact our support directly and we'll investigate further.
      Oscar26
      • Oscar26
      • July 20, 2023

      Hi.

      I also have the same issue. Is it possible to receive support from you about this? I'm constantly having this issue. When I'm ready to make a call, I push the "Call" button hundreds of times, and nothing happens. And also, when I want to answer an inbound call, I push the button a lot of times, but this never works.

      Help me with this, please.

      Anne17
      • Anne17
      • September 1, 2023
      Hello Oscar,

      I can see, that you have already opened a ticket with our Zendesk Support so that they can investigate and take a closer look at the issue.
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