For In-Person Volunteers:
As you’ve all probably heard at one point or another, the desk phones at the office sometimes ring with a different tone and answering the call as you normally would doesn’t work when this happens. Usually, if you hit the big X button (to the right of the circle pad under the display screen), the weird ringtone will stop and it will ring as normal for you to answer. However, this solution has not been as reliable lately.
My best suggestion to avoid this altogether would be to hit that big X button after disconnecting from every call. Once the call has ended and you see in Five9 that it has ended, press that X button on the desk phone and this should ensure that the phone doesn’t think you’re still on that call.
The issue seems to be that the phone thinks you’re still connected even after the previous call has ended, but the Five9 system on the computer knows that you’re not on a call and offers you the next (as it should). We’re not entirely sure why this is happening, or why it’s been happening more than usual lately, but this is the best solution I can come up with.
Please don’t hesitate to ask if you have any questions, and hopefully I’ll have answers. 🙂
-Frank
