We have a handful of agents who occasionally can get a call to their Jabber CSF where it registers and rings, creates an answer/decline pop-up, but the call is not connected and ringing continues when the user clicks the pop-up (as if it had frozen), meaning the agent is unable to answer. Calls minutes before/after the issue work fine.
I've looked through the jabber.log and jabber_ui.log files, but haven't been able to find anything helpful (though I'm not exactly familiar with them). I've also reset/reinstalled Jabber on one of the affected PCs, but the issue has been persistent. The issue is also infrequent, <5% of calls, and these users take 80-100 calls a day.
There's likely an issue with latency, as the users having issues only started experiencing trouble after transitioning to working from home.
Has anyone else experienced similar issues? What are some good places to troubleshoot?
Jabber version is 12.7.1, Thanks!
