Hello,
We are facing an issue while using the embedded framework that our agents are sporadically experiencing calls that the alerting ring does not stop ringing even while talking to the client.
Currently, we are only placing outbound calls via a Power Mode Campaign. All of our agents have auto-answer enabled.
We are seeing it on a low volume of calls, but enough that it is a major concern as it is obviously very distracting and also makes it hard to hear the client. Sometimes it will just be an extended ringing for 10-20 seconds, but we have also seen it continue to ring for minutes.
We're also seeing an issue that the embedded framework will kick our agents off queue despite having received the call and are trying to talk to the client. I'm not entirely sure if this a related issue or separate, in which case I can open another thread for it. I could see it potentially being related if the framework is having issues seeing that the agent as accepted the call.
Our implementation of the embedded framework is extremely simple currently. We have basically a stock implementation using private deployment. We are currently only using the screen pop action to load our CRM. We have to iframes, one with the main framework and another with the script.
I have seen this happen in both our production campaign as well as our testing campaign, but it is extremely hard to replicate as I can't seem to find a definite cause and seems to habit arbitrarily.