FAQ: Why are calls taking a long time to get to agents?


To reduce the time for PureCloud to deliver outbound calls to agents, administrators and contact center managers can:

  • Disable answering machine detection.
  • Turn on auto-answer for agents and use persistent connection with Polycom and WebRTC phones.
  • Make sure that there are no hardware or headset issues with agents’ phones.

For more information, see How PureCloud delivers outbound calls to agents.