Possible issues on a laptop's wake-up
There is common issue with system hibernation on laptops that some users may experience now and then. It may directly influence the missed calls reports, or even break the telephony for a while, and the good news is that it can be avoided.
When a user sets themselves on pause and closes their laptop, Quick Call Distribution System (QACD) temporarily removes them from the Phone Queue.
However, some laptops still synchronize some data during sleep mode. So after some time, QACD falsely marks the user back online, and calls come to the User ID in the Phone Queue again.
The user themselves will not hear the sound of the call, because, in fact, their laptop is asleep.
Later, such calls will appear in the regular Missed Call Reports as missed calls.
You can avoid the issue in two different ways:
- The first way:
Set yourself on pause.
Lock your screen without closing the laptop:
Macbook: Control(⌃) + Command(⌘) + Q;
Windows: Windows(⊞) + L.
Make sure that your laptop doesn't switch to sleep mode, it's crucial. If it does, then you should check the energy-saving system settings and switch off the feature, or increase the time before it goes to sleep. If this part doesn't work for any reason, try the second method below.
- The second way:
Set yourself on pause.
Log out of QCRM.
Close your laptop.
Therefore, it is not always necessary to log out of QCRM, if the user does not close their laptop. But make sure to safely lock it anyway before you leave.