Issue

Agents fail to receive initial clock-in calls from the Dialer.

Solution

To troubleshoot the issue, please perform the steps below.

Step 1: Check if this is happening to all agents

If this is an issue for PBX and WebRTC users, please submit a support ticket.

Go to Step 2 if this happens to one or several agents only.

Step 2: Check agent extension

Check if agents with the issue can do manual calls on their softphones. The extension should be the same as in the Dialer SIP settings for the user (enter the extension in the field before the @domain).

For more information, refer to the article on user management.