Symptoms:
- User has trouble making outgoing calls, they take ages to connect or don't connect at all. They get audio issues.
- There phone number in the dialpad is wrong. (I saw +111209123456 instead of +441392645xxx)
- When they go to make an outgoing call the short dial code list entries do not show.
- In VCC Admin portal they show as logged out but on the laptop they are logged in.
The VCC problem seems to be, the new agents (all 4 are new) had logged into the dialpad before their settings in VCC were finished, so the displayed number was incorrect and a search for someone to call didn't show entries from the Short Dial list. Logout of dialpad/VCC and in again sorted the incorrect settings and resolved the Short dial list issue and fixed calling out. A laptop restart does not log you out of VCC!!!!
Another symptom with a different fix.
- When they make an outgoing call all the person at the other end hears is music and the advisor doesn't hear the tones leading up to the phone being answered.
This was because in the dialpad settings, the "Use Softphone" was not ticked.