Context

When agents are marked as ready for extended periods (20+ minutes) but are not receiving any incoming calls, this may indicate an issue with call routing or source configuration that needs to be investigated.

Answer

If your agents are ready but not receiving calls, the first step is to check if your call sources are functioning properly.

1. Check source activity: Verify if you're receiving pings (incoming call notifications) on your configured sources:

   1. The Sources Page shows this for all of your sources. If you see no pings or calls, contact your call vendor.

      

   2. Monitor ping acceptance: Confirm whether these pings are being accepted by the system by clicking on a source that has pings and scrolling down to see the individual pings:

      

      Here are some different reasons for rejection and steps you might take:

      Reason	Explanation
      Accepted	Onyx accepted the ping and told the call vendor to send the call. If no calls are flowing despite accepted pings coming in, contact your call vendor. Note that depending on the call vendor, Onyx may see anywhere from 1%-50% of accepted pings turn into calls.
      Not Enough Agents Available	This occurs when there is not an agent available to take a call in the state of the call. If you have agents available but this is happening, double check that the licensure is correct (ie - the call vendor sent a call in FL, but you only had an agent licensed in VA and NC available). This can also occur if agents are available, but all are reserved.
      Outside Business Hours	Check the campaign business hours for the campaign the source is attached to.
      Capped Concurrency	This source has a concurrency cap set on it, and the source had the maximum allowable calls so Onyx rejected the ping.

2. Verify agent availability: Double-check that agents are actually in "ready" status and not in any unavailable state by going to the Supervisor page. If you know you have agents online, but the pings are showing no one available, verify that everyone is in the correct status to accept paid marketing calls:

If you are receiving and accepting pings for sources, but no calls are flowing, you should reach out to your call vendor. Note that for different sources, it is common to see anywhere from as few as 1% of accepted pings turn into calls to as high as 50%.