Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.
This past Friday evening we experienced some issues with RC, a situation I haven't yet seen before. It happened for the last hour our office was opened and, I hoped, it was a one time fluke. Unfortunately, it has already happened once today.
Two of our reps had accepted inbound calls. During the call they both put the initial caller on hold and made a second call. When they returned to the first caller they weren't there, they assume they were disconnected. I noticed that something was wrong about 15 minutes later because both of their lines were flashing (on hold) and the HUD showed the same thing. But, I knew it was unusual for them to be on hold for that long. Sure enough, neither was on the phone. I checked the RC queue status and both showed as 'busy'. Adding to this was that both customers, who were originally presumed to be disconnected, called back after waiting on hold for 25 minutes. They thought we left them on hold and they were still connected to our system. I advised both of them to disconnect the hold line and that is when the issue ended.
The most alarming part of this issue is that neither rep knew there was an issue. From their side both their desktop phone and HUD showed them as available.
Has anyone reported anything like this before?