In an agent audit log, can anyone tell me what the example below means - what would cause it?
| 487 - Request Terminated |
|---|
The agent said that there was no accept button on their screen - is there a reason/resolution for this issue?
Hi Dawn,
A 487 – Request Terminated response typically indicates that the CX platform was unable to establish or maintain communication with the agent’s softphone when presenting a call.
In most cases, occurrences of this error will align with entries in the Failed column of the Agent Summary report.
If an agent is not seeing the Accept / Reject buttons when a call is presented, it can indicate a network connectivity issue that is preventing the softphone from responding correctly. Agents may also see a red banner at the top of the page showing a message such as “Softphone Connection Failed”.
A quick troubleshooting step is to ask the agent to perform a hard refresh of the page (F5), which will force the softphone to re-register and often resolves the issue.
If you are seeing this happen frequently, I’d recommend raising it with Netcall Support so that the underlying connectivity issue can be investigated further.
Thanks,
Jonathan Gunner
Thanks Jonathan
As the majority of our agents are remote workers with a VPN connection, I assume this would probably be the main cause. I imagine the connectivity drops might not be enough to notice generally, but affects the softphone more noticeably.