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 .

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 .

4. Select the queue you want to edit.

5. In the Assignment Rules section, adjust the ring duration to 25 to 30 seconds. 

   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. 

3. Click Save.

4. When finished, click Publish Changes.