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Troubleshooting: Agent Not Receiving Incoming Calls

This article explains the most common reasons why an agent may not be receiving incoming calls in LiveAgent and provides step-by-step guidance to resolve each issue.

1. Check Department Assignment and Call Availability

For an agent to receive incoming calls, they must be assigned to the relevant department(s) and have their call availability enabled within those departments. Calls are only routed to agents who are currently online and available.

1. Go to Configuration > Agents.
2. Find the agent in question and click Edit.
3. Open the Departments tab.
4. Confirm that the agent is assigned to the department(s) handling incoming calls.
5. Ensure that the agent's availability for the Calling service is enabled (not toggled off) for those departments.
6. Click Save if any changes were made.

Note: By default, only supervisors, managers, or admins can change an agent's service availability per department. If agents need to manage this themselves, the *"Allow user change status in department"* option must be enabled in their profile.

2. Verify the Agent's Call Device Is Enabled

Each agent must have a device configured and enabled for answering calls. If no device is active, calls will not be delivered to the agent even if they are online and assigned to the correct department.

1. Go to Configuration > Agents.
2. Find the agent and click Edit.
3. Open the Call (or Devices) tab.
4. Confirm that a device (e.g., browser, mobile app, SIP phone) is selected and enabled for answering calls.
5. Save any changes.

Supported call devices include:

• Browser – uses the computer's built-in microphone; no additional software required.
• LivePhone mobile app – available for iOS and Android.
• Hardware SIP phone – e.g., Cisco, Yealink, Grandstream, Gigaset, or Mitel.

For more details, refer to the official article on Availability for Call Center Service.

3. Check Microphone Permissions (Browser Calls Only)

If the agent is using a browser as their call device, the browser must have permission to access the microphone. Without this permission, calls will fail or the agent will be unable to hear or speak during a call.

Common symptoms include the error message: *"Call failed. Access to media is denied."*

To fix microphone permission issues:

1. Click the lock icon (or camera/microphone icon) in the browser's address bar.
2. Find the Microphone setting and change it to Allow.
3. Reload the LiveAgent page and attempt the call again.

For browser-specific instructions, refer to the official article on Microphone Permissions for Browser Calls.

Summary Checklist

• ✅ Agent is assigned to the correct department(s).
• ✅ Agent's call availability is enabled in those departments.
• ✅ Agent has a call device selected and enabled in their profile.
• ✅ If using a browser: microphone permissions are set to Allow.

If the issue persists after verifying all of the above, please contact LiveAgent support for further assistance.

``` Troubleshooting Why Agents Are Not Receiving Incoming Calls in LiveAgent