Direct Chat Calls Failing Yet Again

[xAnnax]

50% or more of my calls never get through to me. Since 2011 when i very first started it's always been the same. AW say there is no issue.

Just to give you all an update, I reported the failed calls to A/W and this was the reply; "Callers will be advised that you are not available if you do not answer your phone within 30 seconds". - This doesn't make any sense because I log into the system and sit there and wait and wait and wait and my phone doesn't even ring in the first place so that I have the option to answer the call within 30 seconds!.

Do these calls that don't actually ring, the "unanswered calls" show on your direct chat error log?
I've had problems with Direct Chat too, wish they would put some effort into upgrading it.

Hi, I didn't even know a chat error log existed! I had a look at it and I was able to check out the failed calls with emails from my member that couldn't get through, but the failed calls aren't showing on the chat log. What I did see though, was a large amount of calls made by the same client listed as "answered" but not "accepted" by me.

These calls were 0 seconds long and made while I was already on the phone chatting to another client. He called again and again and made about 10 failed calls during the time I was speaking. Whilst we are on a call, do we have to manually change our availability to unavailable? Or should the system do that automatically? I'm just wondering if I'm being penalised for not answering those calls, but when you are already speaking to someone, it's impossible to answer the same phone to someone else and take multiples calls on the same line at the same time.

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