Since yesterday we've had an issue in which some queue calls continue to ring (seen only in the call log), even though reps are available, until the call hits the max time and is sent to VM. Originally we thought this problem was related to a specific queue extension (# 100). During my first call this morning I was essentially told that it must be a network or configuration issue, nothing to do with RC. I get it, very few people are tech savvy, but I own a software company and I know how to troubleshoot. Beyond that, I've been an RC customer for 6 years and my configurations haven't changed any time recently, so it can't be the settings. It's definitely a new issue, and it's definitely something with RC.
Back to my first call with tech support. I was told that it could be an issue with the extension and that I needed to recreate the extension, essentially swapping the old one with the new one. Fine, fair enough. I did that, but guess what? Apparently RC no longer allows us to use extension 100 (something about reserved for administration?) so I'm now without our main extension in a live calling environment, yay! Considering the original tech knew it was extension 100 that was the problem it sure would have been nice to know this ahead of time. Since I'm now without options I, once again, call tech support. The tech had no suggestions, nothing. So, as a quick workaround I kill the main greeting and menu and send all callers directly to the operator queue. Problem solved, right? Nope.
Come to find out that the issue apparently is NOT tied to extension 100, it's any queue. Best of all, it's completely intermittent. There's no pattern. During test calls I found that I was able to get through as expected the first four times, but not the 5th. And, yes, there are reps available (even showing as available in the queue view).
As I continue to investigate I am completely clueless as to how to proceed. I've also found that every inbound fax over the past two days has failed, which I'm sure is somehow related to all this. Bottom line, I have an RC system that wants to pick and choose what calls are pushed to our reps and I'm spending all my time monitoring the call log to make sure we are calling back those customers we miss. I sure as hell won't call tech support again because it's not going to get me anywhere.