One-X Agent 2.54 issue

[NewbieCarol4]

I have one remote csr working from home using One-X Agent 2.54 and using her cell phone for the voice path. This is a part time set up meaning she still comes into the building and works part of the time here and partly from home. She absolutely loves it with the exception of two things. I have a cover path on her agent login that is suppose to send calls to voicemail under the proper conditions. That's not happening. It's going to her cell phone vm. Secondly, when I dial her agent login when she is working from home and I'm here in the building, I don't hear any ringtone while it's ringing her cell phone but she hears the cell ringing. We have a CM 6.3. What stupid thing am I doing wrong??

 

[Stinney]

Call going to cell phone voicemail is an easy fix. Have her call her provider and ask them to set the number of rings before the call goes to her cell phone to voicemail to 6 rings. Then make sure your coverage path number of rings is something like 4 or less.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius