Calls going to the mobile device's voicemail

1. If the calls are ringing to your cell phone and going to your phone's voicemail, when you do not answer them you will need to adjust the phone timeout options for your agent. This controls how long inContact will try to ring your phone before sending the call to the next available agent. This must be set so that the time out is lower than the time it takes for your phone to send calls to voicemail. 15 to 20 seconds is generally a good setting.

SEE BELOW for directions on FIVE9 or CXOne platforms

2. Your phone may be blocking the call based on the Caller ID configured on your business unit. Please check your blocked phone numbers list on your mobile device.  If you find the Caller ID listed in your blocked numbers, simply unblock it.  Additionally, some cell providers or applications on your phone can cause calls to be blocked and sent directly to your phones voicemail. An easy way to test this is to login in with your cell phone on the MAX agent console and try to take or place a call. if the calls are going straight to your phones voicemail on both MAX and the Ternio Switch you will need to work with your carrier to unblock the number. 

For CXOne Ring Timing:

Click here

For Five9 Ring Timing:

The ring timer needs to be adjusted for your team. See the image below. In the Transfer to Agent section, there is the max ring time section. That dictates how long a call will ring to any agent before it moves on to the next agent.  It should be 20 seconds or less. You can adjust until it doesn’t drop into the Personal mobile VMs, but 20 seconds should be about right.

This a function of the skill transfer module, so it needs to be updated for every skill transfer module they use where this is happening. 

• Related Articles

• Why is a user going into a Refusal state quickly and not able to answer the call?

  There are a couple of possibilities here. Any user that goes into a refusal state quickly either has their Refusal Timeout set to low on the ACD user section. This will turn the user to Refusal state since they will not have a chance to answer. The ...

• Why does my agent leg stay logged in so long after I end the call on TernioCX (CXOne)?

  The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...

• International numbers and the Ternio mobile app

  It’s important to know that you need to enter a “+” sign before the international number for the Contact Center to route the numbers correctly. This would apply to dialing out of the Ternio, as well as how you enter your mobile number at the login ...

• Can the TernioSwitch mobile app be used for agents with an outbound Personal Connection Dialer skill? I know you can place outbound calls, but does the app have the capability of going into a “Working” state for a Personal Connection dialer skill?

  We do not have the ability for an agent to sign into a dialer skill, however it does work with Blended dialer skills.

• What do I do if I can’t receive calls on my Ternio app?

  IMPORTANT! Confirm that the number that's been entered on the sign in page of the App is the correct mobile number. Here are some examples of issues: IMPORTANT! Confirm that they do not have a "Do Not Disturb" setting enabled To check for blocked ...