To make sure your agent receives calls:
- Log in as an Administrator
- Click on the 'Admin' icon on the top bar of the dashboard and then select Preferences.
- Check the Routing Settings by adjusting the number of agents to ring and to accept incoming calls in the browser.
- If you select to ring a specific number of agents ("Number of Agents to Ring" = X), the calls will be routed first to those agents with less ring groups before reaching to those with more ring groups.
Please make sure the phone number and agent have associate ring groups. Here is more information about how to route calls to specific agents with Talkdesk.