We using elastix asterisk, and I would like to raise the following issues that our inbound agents have escalated to me:
- The line being cut and “transfer prompt” within the duration of a call. The
agents are complaining that they have to press the plunger to check if the
customer is still on the line.
- Multiple lines being cut off simultaneously. This happens frequently,
of 3-5 lines at a time which results in the inbound agent doing an outbound
to contact the person they are having the conversation with.
- Phone not ringing. The agent would pick up the phone to make an outbound
and is often surprised that there is someone on the other line even if the
hasn’t rung or lighted.