To make sure your agent receives calls:
- Log in as an Administrator
- Select the 'Admin' section, 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 the agents have the same ring groups, and read our article on how calls are routed to specific agents.