We have an issue where incoming calls to response groups are coming into the agents OK but on the toast window, the name of the group isn't being displayed so it would display similar to if it was a direct call to them so they're unsure how to answer it. It should show "For Response Group Workflow Display Name"
Once the call is answered, the status bar shows Transferred by and it shows the caller's name (I called the SIP Address so shows my SIP name)
At no point, does it ever say the call is for the Response Group. This is a recent thing and as far as we're concerned no changes have been made.
It happens on SIP calls and PSTN calls into the Response Group. Anybody know a good place to start. The Response Group service has been restarted and no issues are showing in Event Viewer.
Thanks