The workstate displayed on a user's MotionCX Application is different than what is displayed on the dashboard.

To provide immediate relief:
Check to see if there is an interaction associated with the user on the Work Item Details widget; if so, end the interaction.

• *If that didn't resolve the issue,** use the Dashboard Action to Force Agent Logout on the Agent Workstate Detail widget. Have the user re-start their MotionCX Application.

A user is unable to change their workstate.

To provide immediate relief:
Check to see if there is an interaction associated with the user on the Work Item Details widget; if so, end the interaction.

• *If that didn't resolve the issue,** use the Dashboard Action to Force Agent Logout on the Agent Workstate Detail widget. Have the user re-start their MotionCX Application.

The workstate displayed on a user's MotionCX Application keeps going to Out of Service.

Out of Service is a system-generated workstate. This workstate can be triggered by a missed call (if configured on the users Routing Profile) or when the connection between a users Agent application and the MotionCX system is disrupted. Network latency is a common cause for this and is often temporary.

Have the user run a network diagnostic test: https://networktest.twilio.com/

If the test results indicate an issue with the speaker or microphone, check the Windows Audio Settings; try to re-seat the headset, if wireless, ensure it is fully charged and in range.

If the test results are all good but the user still has issues, to provide immediate relief:
Check to see if there is an interaction associated with the user on the Work Item Details widget; if so, end the interaction.

• *If that didn't resolve the issue,** use the Dashboard Action to Force Agent Logout on the Agent Workstate Detail widget. Have the user re-start their MotionCX Application.

A user hears music or ringing while on a call.

To provide immediate relief:
Check to see if there is an interaction associated with the user on the Work Item Details widget; if so, end the interaction.

• *If that didn't resolve the issue,** use the Dashboard Action to Force Agent Logout on the Agent Workstate Detail widget. Have the user re-start their MotionCX Application.

A user can not make an outbound call.

Verify the number the user is trying to call:

• Make sure it's 10 digits (They do NOT need to dial 9 for an outside line before dialing the number; they are not required to 1 for long distance).
• Make sure they are not copying and pasting a number with special characters include.
  -If multiple users can replicate the issue, escalate the MotionCX Support team.

A user is not receiving calls.

Verify the user is in an available workstate

Check the Agent Workstate Detail widget and make sure the user's MotionCX Agent application is at the current version.

Verify the user's assigned Routing Profile. Verify that the queues in the routing profile are receiving calls and other users can answer calls from that queue.

A user is receiving the wrong type of calls.

Review the originating queue for the call and verify if the queue is in the user's assigned Routing Profile.

A user can not park or unpark a call.

Verify the user's assigned Routing Profile is configured for call parking.

The user is having trouble hearing the caller or the caller is having trouble hearing the user.

Have the user verify the correct Audio Devices are configured within the MotionCX Agent application.

Have the user run a network diagnostic test: https://networktest.twilio.com/

If the test results indicate an issue with the speaker or microphone, check the Windows Audio Settings; try to re-seat the headset, if wireless, ensure it is fully charged and in range.

There's an issue with a username and/or password.

Have the user reset their password using the 'Forgot Password' link on the MotionCX web portal or MotionCX Agent application.

• *If that didn't resolve the issue**, locate the user within the Users administration section of the web portal and check the Send Activation box to resend an activation email to the user.