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

• Related Articles

• 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 ...

• 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 ...

• If call comes in but the user hears dead air on other end.

  Confirm that the users is entering their correct mobile number on the sign in page of the TernioSwitch app. The users Mobile device might be blocking the incoming call.  See "What do I do if I can’t receive calls on my TernioSwitch?” in the knowledge ...

• Can I use the Ternio app if I don't have any cellular reception and only Wifi?

  There may be times when you are deep inside of a building where you can't connect to your cellular network. Can you still use the Ternio? The answer is yes. Since we currently don't have a softphone built into the Ternio app at this time, there are ...

• There's no disposition showing after a call

  If you do not see a choice for a disposition, please check your Skills configuration.  The Skill does not have a disposition assigned to it.