Calls are not coming through to operators while in a Ready state. Seems to be an intermittent issue where they can receive calls. Only some of the operators seem to be affected.
When faced with such an issue, please submit a ticket to our Support Team so they can have our Infrastructure Team involved in investigating this issue.
Please attach to your ticket the Workstation Logs as described in the article Locating Agent Workstation Logs. Please attach both, the SmartStation/FMB and SIP logs.
There are known cases when this issue was caused by transaction resources on the SBC (eg: a large number of UPDATE / OPTION). The issue was solved by contacting the SBC provider to have this investigated and also by having the stuck calls removed from the queue.
You will need to contact SaaS Team as per the Routing Table to have this issue investigated and fixed