I have users that are setup to receive calls through an IVR. So, I have users that log into the IVR on their desk phone and then put themselves in "Ready" status.
When an agent has down time, they are expected to check the main line voicemail.
Issue 1: When they go to check the voicemail, a call might come in. They switch to that line to answer the call. If they need to transfer the call, the ability to use the soft key no longer works but the button on the phone works. How do I go about troubleshooting this?
Issue 2: When they go to check the voicemail, a call might come in. They try to finish the voicemail before switching but when they go to select an option like 3 to delete, the system does not pick up DTMF. They have to hang up and go back into the system. How do I go about troubleshooting this as well?
