Sometimes an agent will appear available for calls in the queue, but stops receiving inbound queued calls.  To resolve this issue:

1. The agent or manager should log in to the Web Portal (www.aptela.com/my-account)
2. Click on the Queue
3. On the Queue header, you will see three options: Queued Calls, Agents, Reports. Click on Agents.
4. Under the Actions column, click Refresh Agent

What does Refresh Agent do? 
Refreshing an agent will reset the presence status for the individual agent to ensure that they will receive queued calls. The action will not adversely affect any calls in queue. This action is designed to be used when an agent is not currently on a call and their phone is not ringing for a call.

When you refresh...

• For the person initiating the refresh (whether the agent or the Manager performing this action on behalf of the agent), all calls in your queue window will disappear. The calls are still in queue, but you will not see them. Once a call is answered or new calls enter the queue, you will see these calls appear in the queue window.
• If the agent is currently on a call when the refresh action is taken, the agent will be refreshed with an “available” status regardless of the active call.
• The active call will disappear from the queue although it will stay connected.
• Because the agent appears available, a new call entering the queue may ring to their second line. The call will pass to the next agent based on the queue’s dialing method. 
• Once the agent hangs up from the original call, the proper presence is established.
• If the agent’s phone is ringing when the refresh action is taken, the agent will be refreshed with an “available” status even if they pick up the ringing phone.
• The ringing call will disappear from the queue. 
• If the agent answers the call, he/she will appear as available. A new call entering the queue may ring to their second line. The call will pass to the next agent based on the queue’s dialing method. Once the agent hangs up from the original call, the proper presence is established.
• If the agent does not answer the original ringing call, it will re-appear in queue when it begins to ring the next agent. The agent’s status will appropriately present his/her “available” status.