Agent calls and connection
This page covers problems agents see in the agent application: calls that go to RONA instead of ringing, connection errors, logouts, frozen screens and stuck calls. Causes are listed in the order support sees them most often.
Before you work through a section, try the quick checks for agents. For audio problems on connected calls, see Audio and network. For SIP response codes and SBC problems, see Telephony and SBC.
Agents go to RONA when a call arrives
The agent is Available, a call is offered, and instead of ringing the agent is moved to the RONA break and the call goes back to the queue. RONA (Redirect on No Answer) means the agent didn't take the call in time, or the agent application couldn't answer it.
First work out who is affected:
| Who is affected | Most likely cause |
|---|---|
| Every agent at one office or behind one VPN, all at once | The site's network connection |
| Every agent of the tenant, on every network | RONA timeout too short, a platform incident, or your SBC rejecting the calls |
| One agent, every call | Microphone permission, missing extension, stale session, outdated address |
| One agent, now and then | The agent's network or VPN, sleeping browser tabs, several sessions open |
The whole site is affected
When every agent at one office or behind one VPN goes to RONA at the same time, while agents on other networks work, the cause is the connection between that network and Graia CCaaS. See Every agent at one site is affected.
The microphone is blocked
Without microphone access, the agent application can't answer the call, so the agent goes to RONA every time a call arrives. The agent may see an error related to answering the call or microphone permission. See Microphone permission.
The agent has no extension
An agent without a valid WebRTC extension can't receive calls. A call may last a second and end. See Missing extension.
Stale session or outdated agent address
After a release, a maintenance window or a platform incident, the browser can keep an old session. Agents who use an old bookmark, an invitation link or a temporary address instead of https://agent.graia.ai see RONA, failed logins and missing buttons.
Fix (agent): log out, close the browser, open https://agent.graia.ai and log in again. Right after a release, also load the latest version.
More than one session is open
The agent application can be open in several tabs, browsers or computers at the same time, and they stay in sync. The voice connection, however, is only in one of them. If the agent looks at a session that doesn't hold the voice connection, they see no answer button and go to RONA.
Fix (agent): close every other agent tab and window, and use the agent application in one place only.
The RONA timeout is too short
If agents go to RONA after only a few seconds of ringing, check the timeout. The timeout is set for the whole tenant, and each agent workspace can override it, so the value that applies depends on the queue the call came from.
Check and fix (customer administrator):
- Find the queue the call came from. You can see it in the call's details in Historical Reports.
- Open the agent workspace assigned to that queue (Agents › Agent Workspaces). On the Voice tab, check whether Override global voice RONA timeout is turned on. If it is, the workspace's value applies instead of the tenant's. A very short value sends agents to RONA almost immediately. Turn the override off or set a longer value.
- If the workspace doesn't override it, go to Administration › Configuration, Voice tab, and check the RONA timeout. It must give agents enough time to answer. For voice, RONA can't be turned off.
Agents who miss calls after ringing for the full timeout aren't seeing a fault: the call returns to the queue and goes to the next agent. This also applies to calls transferred to an agent who doesn't answer.
The agent's network or VPN is unstable
When the connection between the browser and Graia CCaaS drops for a moment, the agent can't accept the offered call. The debug logs often show an error related to the connection to the server.
Fix (agent and network/IT team): test the agent on another network, such as a mobile hotspot. If the problem goes away, check the VPN, proxy, firewall and ad-blocking browser extensions. See Audio and network for the network checks.
The call never reaches the agent's phone
For agents who take calls in an external voice application, such as Microsoft Teams or a desk phone, Graia CCaaS calls the agent's number through your SBC, and your own setup delivers the call from there. If your SBC or the phone system behind it rejects the call, the agent goes to RONA and the task shows as Rejected in the task history. These agents answer in their voice application, not in the agent application.
These causes need your SBC provider or telephony team. See Telephony and SBC.
Agent can't connect to the phone
The agent sees an error related to connecting the user or the phone number registration, or a general error, at login or when a call starts. In every case the agent application couldn't register the agent's phone connection, so calls can't be answered or placed.
Causes, most common first:
- The agent has no valid extension. See Missing extension.
- The network blocks the connection to the voice servers. The agent works on a mobile hotspot or a wired connection but not on the office Wi-Fi or VPN. The console may show an error related to the WebSocket connection. See Audio and network.
- The account isn't ready. The agent hasn't accepted the invitation yet. See Users, permissions and AI.
- A platform incident. Many agents on several networks see the error at the same time. Check the Graia status page, and log out and in again once the incident is resolved.
Every agent at one site is affected
If all agents behind the same office network or VPN get the error at the same moment, while agents at home or on a mobile hotspot work normally:
- Ask your network/IT team whether anything changed on the firewall, proxy or VPN. See Audio and network.
- If nothing changed, contact Graia support with the site's public IP address (open a "what is my IP" page from an affected computer), the time the problem started and the affected agents.
- Once support confirms it's resolved, every affected agent logs out, closes the browser and logs in again. Reloading the page isn't enough.
To avoid problems, make sure every agent has a valid extension and an accepted invitation before their first login, use one session per agent, and ask agents not to reload or log in again and again when something fails. Report the error instead.
Missing extension
Every agent who uses the agent application for calls has their own WebRTC extension. You can see it on the agent's profile in the portal (Agents › Agents, then edit the agent; see Edit an agent). Extensions are generated automatically and are unique to each agent. Administrators can't change them; only Graia support can. Agents created on or after 27 October 2026 – one by one, by bulk import or by turning a portal user into an agent – always get an extension, so this mostly affects agents created before then.
Signs that the agent has no valid extension:
- A new agent's calls last a second, then the agent goes to RONA, and outbound calls fail.
- The agent page freezes when the agent starts an outbound call, while inbound calls work.
Fix: if the agent's profile shows no WebRTC extension, contact Graia support. Then the agent logs out and back in.
Microphone permission
The agent application needs the microphone to answer and place calls. If it's blocked, inbound calls go to RONA and outbound calls drop straight away. Typical signs:
- An error related to answering the call or microphone permission (blocked by the operating system)
- The agent application waits for the outbound call, then the call ends and the agent is back in Available (blocked in the browser)
Check both places (agent, or the IT team on managed computers):
- Browser. Click the lock icon next to the address https://agent.graia.ai and set Microphone to Allow. Choose the permanent setting, not "ask every time". If it already says Allow, reset the permissions for the site and allow again.
- Operating system. In Windows, open Settings › Privacy & security › Microphone, and allow microphone access for apps and for the browser.
- Headset. Check the headset is connected and selected as the microphone, and that no other softphone application is holding it.
Then reload the agent application and make a test call.
Agents logged out unexpectedly
The agent is sent to the "you are logged out" page, sometimes in the middle of a call. Graia CCaaS logs an agent out when it can't reach their browser for 3 minutes; the auto-logout mechanism explains how the timer, the reconnect attempts and the browser settings work. A call in Microsoft Teams continues after the agent application logs out.
Causes, most common first:
| Cause | Signs | Fix |
|---|---|---|
| Sleeping tabs or throttling in Chrome or Edge | Logouts after the agent works in another window or tab for a few minutes, often on long calls | Add https://agent.graia.ai to the browser's list of sites that are never put to sleep. See browser functionalities. |
| Unstable network or VPN | The logout reason is a connection timeout, the console shows an error related to the WebSocket connection, more often on home or VPN connections | Use a wired connection, check the VPN and firewall, split-tunnel the Graia CCaaS addresses. See internet connectivity. |
| Overloaded computer | Low-end laptops, many applications and tabs open | Close applications and tabs the agent doesn't need. |
| The browser was closed or the computer slept | Agent appears logged out after a break or overnight | Expected. Log in again. |
| A supervisor logged the agent out | The logged-out page says so | Expected. See state changes by supervisors. |
While the agent application is reconnecting, it shows a banner and may move the agent to break. A short message that the connection was restored during a call is informational; the call isn't affected.
If an agent loses a task after a logout, the work item was closed automatically when they were logged out. To investigate repeated logouts, download the debug logs right after it happens and attach them to your support ticket.
Frozen workspace, stuck calls and stuck work items
The agent application freezes, a call can't be ended or transferred, the call controls don't load, or the agent is stuck in a state such as Busy, Lookup or Pending Logout and can't leave it.
To get the agent working again, log them out so the stuck task is closed: a supervisor can log the agent out from the portal straight away, or the agent closes the browser completely and waits 3 minutes for the auto-logout mechanism. Then the agent opens https://agent.graia.ai and logs in again. See Get back to work when a task is stuck. If only one task is stuck and the agent can otherwise keep working, a supervisor can force close that task instead; this also ends the conversation with the customer.
This gets the agent working again but doesn't fix the cause. If it happens again, turn on debug information and report the task and conversation IDs to support. If several agents freeze at the same time, check the Graia status page for an incident first.
A call is stuck in a queue
Sometimes a call stays in a queue for hours: it isn't offered to anyone, it blocks the calls behind it, or agents see no answer button and can't log out. Customer administrators can't remove a stuck call from a queue. Only Graia support can. Contact support with the queue, the caller's number and the time the call arrived. Once support removes it, agents log out and log in again. Agents who can't log out can be logged out by a supervisor.
Calls also show as waiting in real-time reports after they ended when the reporting record wasn't closed. That's a reporting problem; see Reporting.
No answer button on incoming calls
The call is shown, but there's no answer button, or it appears for a second and disappears.
- Several sessions open. The answer button is in another tab, browser or computer. The sessions stay in sync, but the voice connection is only in one of them. Close all other agent sessions and keep to one.
- Stale session or outdated address. Use https://agent.graia.ai, log out and log in again.
- Browser translation. Automatic page translation can break the call controls, and the console shows a script error. Turn off automatic translation for the agent site and set the language in the agent application's settings instead.
- Microphone blocked. See Microphone permission.
- Agents with an external voice application. Agents who take calls in Teams or on a desk phone answer there, not in the agent application. See Telephony and SBC.
- A stuck call blocks the queue. If no agent can answer, see A call is stuck in a queue.
If none of these apply, download the debug logs right after it happens and attach them to your support ticket.
Outbound call drops immediately
The agent clicks Call, and the call ends straight away or after one ring. Check the agent-side causes first:
| Cause | Signs | Fix |
|---|---|---|
| Microphone blocked | The application waits for the outbound call, then the agent is back in Available | Microphone permission |
| Missing extension | Calls fail for one agent only; the page freezes on dialling | Missing extension |
| Stale browser copy | The task closes on dialling for several agents after a release | Load the latest version |
| Site-wide connection problem | Every agent at one site fails at once | Every agent at one site is affected |
| Number format | Calls with a 00 prefix fail | Dial the full international number with + and the country code, not 00 |
| No outbound voice channel | An error says no voice channel is configured, or the new channel isn't offered | Set a default outbound channel or the outbound channel in the agent workspace's Lookup Config, and check the agent's business units and team |
| Limit outbound dial duration too low | Calls stop ringing after a few seconds for everyone | Set Limit outbound dial duration under Administration › Configuration, Voice tab, to a realistic value |
An error saying the agent isn't available when they start a call means the agent's own phone connection isn't working; treat it like Agent can't connect to the phone.
If several agents' calls ring once and drop while inbound calls work, the cause is usually your SBC or carrier rejecting the call (SIP 480, 486, 503). See Telephony and SBC.
Agent application glitches
| Symptom | Cause and fix |
|---|---|
| Call or customer history shows a general error | Usually a temporary platform problem. Log out and log in again. If it persists, send the debug logs to support. |
| Customer search is slow, misses customers or returns unrelated contacts | Search with the full number in international format. Report examples (search text, expected customer, time) to support. |
| My Performance is empty or shows no tasks | The agent isn't in a team, or the team has no queues in Performance Dashboard Queues. Add both in the portal, then the agent logs out and back in. Numbers update when the dashboard refreshes. |
| Timers show wrong values, or Waiting for incoming task stays at 0:00 | The computer's clock or time zone is wrong. Turn on automatic time in the operating system. |
| Transfer lists or the second call panel are hidden | Browser zoom too high or window too small. Zoom out with Ctrl+-. See minimum supported screen size. |
| Transfers fail with an error related to the voice component | The agent uses an outdated agent address. Use https://agent.graia.ai. |
| No desktop notifications for new tasks | See Agent notifications, and check the operating system's do-not-disturb or focus mode. |
| A new button or changed behaviour after a release | Check the release notes. If the new feature is missing, load the latest version. |
CRM widget or embedded page not loading
CRM integration (Dynamics 365, Salesforce, ServiceNow):
- One user doesn't see the panel, others do. Check that the user is set up for the CRM integration on the CRM side and is a registered Graia CCaaS user. Test in a private window. See the "Questions and answers" section of the Dynamics 365, Salesforce or ServiceNow guide.
- The widget shows an error for everyone. The CRM may still point to an old integration configuration. Create a CRM connector in the portal (Integration › CRM Integration) and point the CRM's channel integration to it, as described in the guide for your CRM.
- The login spins forever. Reload the CRM page and log in again. If it persists for several users, contact support.
- Salesforce: the application doesn't appear. Allow pop-up windows for the Salesforce site.
Web page in a task add-on doesn't load: the embedded site must allow being shown inside the agent application. Ask the owner of that site to allow https://agent.graia.ai, and check the resource access settings of the add-on.
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