Salesforce IPOCC Call Center Adapter shows agent stuck in call

[ManDark199]

This problem has been a hard one to track down/troubleshoot.

Basically, this agent takes a call and then call is over and customer hangs up. Sometimes the call will get stuck in the agent's Adapter. The desk phone has no call. However, despite what the agent sees on his screen, the Supervisor screen shows the agent as logged out of the IPOCC system. He's unable to make/take a call when the call is stuck in this manner.

To work around this, we have the agent close his entire browser and log back in. The frequency is intermittent. He's apparently not doing anything different than the dozens of other agents who do not have this issue. I've reviewed the users Chrome browser settings in comparison to his co-workers and nothing is different. He's only using a single Chrome tab/window.

I'm wondering if anyone else has seen this behavior. If so, what steps did you take to resolve it? Any ideas would be helpful. Thanks.

 

[joe2938]

analog trunks right

 

[ManDark199]

No, we mostly have digital stations and IP stations. In this instance, it is an IP Avaya 9611G. The only analog trunks we have are for fax machines, elevator lines, etc.

 

[Pepp77]

Those are extensions not trunks.

| ACSS SME |

 

[ManDark199]

Sorry, perhaps I didn't know what you meant by your last question. We have SIP and PRI trunks. Most of the calls that these agents are going to be taking through Contact Center are going to be from our PRI trunks. Yes.