Call Failed - SIP 486

Hi there,

Can someone please help to clarify the (SIP 486 Busy Here) error description from the audit report?

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Cheers
Marcin

Hi Marcin,

If you are seeing this in the Audit Report, it means that when we tried to reach the agents extension, the PABX reported the number as Busy / Engaged. This generally happens if they have taken a direct inbound call on their extension, outside of the contact centre or made a direct outbound call outside of the contact centre application. The recommendation is that agents make all of their calls through the Web Agent application and if they get a direct inbound call from a colleague that they should set themselves on a Busy Code so that the contact centre application doesn’t waste time trying to put calls through to them.

Thanks

Jonathan Gunner

Thanks Jonathan. However, it seems that the agent was logged in to Web Agent as per below snip.

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Hi Marcin,

In that case, we should not be getting BUSY from our own internal softphone. Can I ask you to raise this with our support team please so that they can take a closer look.

Thanks

Jonathan.