Calls going directly into a "Refused" status

The "refused" state in MAX Agent is by design. It's the ACD's way of handling situations where the agent leg (the audio connection between MAX and the CXone platform) isn't ready when a call tries to route.

Before your phone ever rings, the platform has to confirm the agent leg is active. If that connection isn't ready or has timed out, the system marks the contact as Refused and re-queues it rather than delivering a call with no audio path.

A few things worth checking if it's happening consistently:

• Agent leg status - confirm it shows as connected in MAX before setting status to Available
• Station ID - logging in with a phone number instead of "Set Station ID" can cause this
• App/softphone session - if the browser session drops quietly, the agent leg goes inactive without an obvious alert

If one agent is seeing it regularly, the agent leg connection at login is usually the best place to start.

Let me know if any of these things might be the reason for the “refused” state! I’ll be curious to hear what you find. 
 

Hi Becky,

When someone calls a phone line and it rings for a long time, then you’re put on hold for a long time before it is forwarded to voicemail.

Thank you,

Angela