Hi ​@HeatherT,

Because this is happening so frequently, it suggests there might be a more complex underlying cause that requires a deeper look into your specific account settings, network logs, and call routing details. For a persistent problem like this, the best and most direct way to get it resolved is to submit a support ticket.

They have the tools and access to investigate specific call logs and diagnose exactly why these refusals are happening in your environment. When you reach out, try to provide as much detail as possible, such as:

• Specific dates and times when calls were auto-refused.

• The phone numbers of the callers and the agents involved.

• Whether agents are using desk phones, the desktop app, or mobile phones.

I hope they can get this sorted for you and your team quickly!

unfortunately the support tickets do not give us an answer.  

Do you have the ticket number? Let me check if I can do something to get this escalated.