To troubleshoot the issue with agents not receiving initial clock-in calls from the Dialer, please perform the steps below.
Step 1: Check if this is happening to all agents
If this is an issue for both PBX and WebRTC users, please submit a support ticket. Go to Step 2 if this happens to one or several agents only.
Step 2: Check agent extension
Check if agents with the issue can do manual calls on their softphones. The extension should be the same as in Dialer SIP settings for the user (enter the extension in the field before the @domain).
For more information, please refer to the User Management article.