If your agents are not receiving calls at all or waiting for calls for an extended period, please make sure you follow the steps:
STEP 1: Status CLOSER - on the dashboard under the “Online Agents”, section you will find a column named “Status/Time”. When an agent is waiting for calls, their status should show “Ready” in blue color. If the “Status/Time” shows “CLOSER” the agents should click Pause and Resume to start receiving calls again. “CLOSER” status is just a minor reporting bug in the system.
STEP 2: Status PAUSE - on the dashboard under the “Online Agents”, section you will find a column named “Status/Time”. When an agent is waiting for calls, their status should show “Ready” in blue color. If the agents are on ‘Pause’ shown in red on the dashboard the agents should click ‘Resume’ immediately to start receiving calls.
💡As long as the agents are not on "Ready/Resume" they will NOT receive any calls from the dialer.