Overview
You may encounter an issue that incoming calls that you are transferring are not connecting, i.e. the user may hear the phone ringing 3-4 times but the rep who is receiving the call states their phone is not ringing or it is taking a long time to connect.
Information
As calls are transferred outside of Playbooks - by your PBX, VoIP, or softphone service provider, please check with your VoIP/softphone provider or your IT team who handles the phone system configuration why calls were not transferred properly.
If you are transferring a call to a Direct Inbound Number configured for a rep queue in Playbooks, please make sure to configure a separate rep queue for each team as described in the article User Is Unavailable for Inbound Calls.
Priyanka Bhotika
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