When the API connection between CCaaS and RC/ACO drops, agents can be presented with calls they're unable to answer. The primary symptom of this scenario is agents receiving ringing calls that cannot be picked up. Recovering from it requires a change on both sides.

Recovering from the Outage

Recovery requires a matching change on both the CCaaS and RC/ACO sides

In CCaaS, navigate to Admin (System) > System Settings > Voice Agent
Set Queue is Plugged to True
In Admin (System) > SIP Extensions, identify the affected extension — the primary extension is listed in bold at the top of the list
In the RC/ACO admin portal, navigate to Users > User List > Users with Extensions and select the affected extension
Under Call Forwarding and Voicemail > Missed Calls, select Forward to extension and set the destination and ring time
Select Save

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Symptom to Watch For
This condition is identifiable by agents being presented calls they are unable to answer. Reverting Queue is Plugged to its default once the API connection recovers restores normal routing.