Email Interactions not ringing on WDE at the agent side

[KORDY]

Dears,

We have an issue that when the agents receive an Email interaction on their WDE it doesn't ring (it comes silent), however I configured the WDE ringtone option: [b]email.ringing-bell = ‘Sounds\Ring.mp3|10|-1|primary’[/b].

Note: this behavior occurred only with email interactions, but with Chat interaction (for example) it works fine and WDE ringing.


Appreciate your support.


Regards,
Ahmed El Kordy

[cavagnaro]

Are they automatically answered?

Enviado de meu SM-N9600 usando o Tapatalk

[KORDY]

Hello Cavagnaro,

Yes, they automatically answered.

FYI, there is a Chat channel with the same configurations with an automatically answered feature But it rining normally for a short while and then auto-answerd.


Regards,
Ahmed El Kordy 

[cavagnaro]

Try as this


Sounds\Ring.mp3|10|3|primary