Unable to receive inbound calls in agent screen

[ishrat]

Hi,
I have installed vicibox v10.0.1 in a VM. I am trying to receive inbound calls in my agent screen. I can see the incoming calls in queue. But the calls are not landing in agent screen from the queue/ I do not see any option to receive the calls. On top of my agent screen, I can see the queue count. On right side I can see 'no live calls'. Any guidance on how my agent can get notification for incoming calls and receive the calls?
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Thanks & regards
Ishrat

[Acidshock]

Make sure the agents are part of the inbound group that is receiving calls.

[ishrat]

Yes, my agent is selected in my in-group configuration. but still i cannot receive inbound calls. Do I need to install viciphone?

[jamiemurray]

Check that the "Next Agent Call" method is not set to "RING ALL".
Then check that the campaign the agent is set into has "Allow Inbound and Blended" set to "Y" and the ingroup you want ticked off on the "Allowed Inbound Groups" section. These options can be found on the detail view of the campaign with the Allowed Inbound Groups section only showing when you have enabled Allow Inbound and Blended and saved the changes.
After doing this, the agent(s) will need to log out and back in for the change to take effect on their side.

[jamiemurray]

Side note on RINGALL method, your agents need to have the ability to view calls in queue if they are off hook agents. (On Hook Agent: N on phone entry).
If they are on hook agents, then their phone must be hung up and on hook to receive inbound calls on ringall method.
It should be noted too that RINGALL is not recommended for inbound lines with lots of traffic as it's quite resource intensive and can lead to performance issues.