On-Hook agent not able pick up call

[Fresh Student]

I'm having an issue where my on-hook agent when on pause can see the call in the queue but can't pick the call up. If they go to a ready status the call will come to them but they don't have a session (agent can't hear customer, customer can't hear agent, customer hangs up)

I have the agent log out of Vici and log back in but they don't get the "you are the only one in this session"

Only way is to Exit the Zoiper phone and restart it and log back into VICI agent then gets "you are the only one in this session" when they ring themselves. The Campaign is set allowed to take calls from the Queue.

This just started happening, user had been able to pickup calls.

Zoiper 3.2.21357 32bit

Any ideas on how to resolve this would be Great.

Thanks

[williamconley]

Bug. I've bumped into it before, but no one has asked us to look into it. It could be resolved by an upgrade (and I could be wrong, but I don't think so ... LOL).

But the question is: Why are they "on-hook" AND "on pause" looking at which calls to take? Just log 'em in and let 'em stay on pause picking which calls.

Note that if an on-hook agent does not answer the call, it will ring over to the next agent. No need for pause.