The most common reason a user is not receiving audible ring alerts is an active ‘Do Not Disturb’ (DND) status, incorrect call routing rules, or a lack of proper audio device permissions within the browser or desktop app.
Quick Troubleshooting Steps
- Verify Presence Status: Ensure the user’s status is set to Available and not Do Not Disturb (DND) or Busy, which automatically rejects or silences incoming calls.
- Check Call Forwarding & Queue Rules: Navigate to
User Settings > Call Handling. Ensure calls are not being forwarded directly to voicemail or an external number immediately. If the user is a CCaaS agent, verify they are actively toggled to Ready in their assigned call queues. - Confirm Browser/App Audio Permissions:
- Go to the browser address bar (if using the web app) and click the lock icon to ensure Microphone and Sound permissions are set to “Allow”.
- In the desktop app, go to
Settings > Audioand test the Ringer Output Device to ensure it is mapped to the correct headset or computer speakers.
- Clear App Cache: If the issue persists, log out, clear the browser/application cache, and log back in to refresh the network websocket connection.