---
title: "Resolve dropped call issues in Contact Center Pro"
slug: "resolve-dropped-call-issues-in-contact-center-pro"
updated: 2026-03-27T19:10:50Z
published: 2026-03-27T19:10:50Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Resolve dropped call issues in Contact Center Pro

## Problem

Agents are unable to answer some incoming queue calls because the system sets their status to *Unavailable* before they can respond. This typically happens when the Ring Duration for the queue is set too low, not giving agents enough time to pick up the call.

## Solution

Adjust the ring duration for the affected queue to at least 25–30 seconds.

### Check your queue ring duration

1. Go to Contact Center Pro **Settings**![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)****.
2. In the *Settings* section, go to **Routing Workflows > Workflows**.
3. Find the workflow associated with the tracking number the customer called and click **Edit**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png)****.
4. Select the queue you want to edit.
5. In the *Assignment Rules* section, adjust the ring duration to 25 to 30 seconds. ![In the Assignment Rules section, adjust the ring duration to 25 to 30 seconds](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dropped-call-issues-in-contact-center-pro-image-eycf8odo.png)

> [!NOTE]
> **Note:** This setting applies only to queues using Longest Idle or Round Robin routing strategies.
6. Click **Save** to apply the changes.
7. When finished, click **Publish Changes**.

### Check your Force Unavailable settings

1. In the Workflow edit screen, select the queue you want to edit.
2. From the **Force Unavailable** dropdown, increase the number of missed calls allowed before an agent is marked as unavailable. ![From the Force Unavailable dropdown, increase the number of missed calls allowed before an agent is marked as unavailable. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dropped-call-issues-in-contact-center-pro-image-lyjjm0q5.png)
3. Click **Save**.
4. When finished, click **Publish Changes**.