Below are steps on troubleshooting your inbound queue:

First be sure your inbound queues are active. To confirm, go to inbound then select inbound queue. Make sure the queue is set to active.

If your agents still are not getting calls, check if the agents are selected for the queues. To check, go to inbound then select Inbound Queue and click on A for agent.

Make sure the agents in this queue are selected in the check box and select submit. 

Once you select the agents, it's very important to have the agents log completely out of the system and then back in.

If agents still aren't getting calls, make sure the campaign is selected to allow the inbound queue calls to come into the campaign. To do this, go to the campaigns tab then select campaigns and click the inbound button on the campaign.

Be sure the inbound queue is selected. If you want to be able to transfer to this queue, make sure that is selected as well.  

Finally, check your settings on the inbound group and be sure they are set correctly. Make sure your queue priority moves calls over other calls and make sure the drop seconds are set correctly.

If agents are still not connecting, remember a few things:

  • Make sure the agents have logged out then back in after you make any inbound queue changes. 
  • Check the agents web phones and be sure they are connecting to web phone prior to testing. 

If you are still having trouble, reach out to the Ytel support team at 800-382-4913 option 1 , email support at support@ytel.com or you can click the live chat button at the bottom right of your screen.

Did this answer your question?