Refresh Queues / Agent Status

Refresh Queue button to clean stuck calls and incorrect presence Refreshing an agent status will not affect any calls; it just changes the presence status and the display of calls in the queue window. Use with caution! When an agent is cleared, they will be shown as available for calls even if they are on a call! If an agent is stuck in an ‘unavailable’ state,  this can be used freely, there should be no bad effects. If an agent is in a good state, or there are phantom calls shown, then there could be some bad side effects of using this, in the case where there are calls active or hunting in the queue: If calls are in the queue, the call will disappear from the Queue window, but the call itself will remain. When the call tries the next agent, it will again show in the queue window. If an agent with a ringing call is cleared, and that agent immediately takes the call, the call will not be in the queue window, so Monitor and Record will not be available. If there are queued calls (no available agents) and an active agent gets cleared, the queued calls will see that agent as available and try to ring him, resulting in call waiting (or, if the agent only has one line, Voicemail).

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