[ACD] Loss of Dial Buttons

The content in this article is appropriate for: Administrators

Issue:

Agent loses or never gets a dial button in their console to dial a lead.

Agent is set as an Inbound only agent in their profile
Lack of available leads for that campaign or agent
Lack of scrubbed leads
Lack of dial-able leads
Large number of leads are being scrubbed
Not in an outbound campaign
OBTM (Outbound Telemarketing) manager stopped
Agent clicks available when already available:
(Sometimes, while the agent is in available status if they click the available button again their lead will disappear. They will have to go offline or log out and back in to resolve it.)

In Agent Management, change the Agent Type to Outbound or Inbound and Outbound
Log out and back in
Scrubbing more leads
Make sure agent is allocated