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Agent Dropped Calls

Hi All, hope you can assist.

 

I've seen a lot of posts around this particular issue.

 

A lot of my agents are describing an issue where an inbound call connects to an agent, the agent connects, agent hears silence and then the call drops. Another example would be, the inbound call momentarily rings on the agents phone, but disconnects before the agents has a chance to connect the call. 

 

A lot of posts have mentioned codec mismatch or region issues. I have noted that the CCX ports and CTI route points are in the same device pool & region. The agent phones are in another device pool and region. However, there is no relationship between the regions. It is configured to "use system default". 

 

Any ideas of theories would be most appreciated.

Thanks

Jamie 

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