If you are available to answer calls on the Agent Portal, but calls are not getting through to you, you may need to reset your availability status.
If you use a handset as well as your web browser to handle calls, you may sometimes find that, after ending a call on your handset, you are unable to handle any further calls on the Agent Portal, even though you are now available to do so. Your current status continues to show one of: Line Being Called, Line Busy, Line DND Set or Line Off Hook.
To overcome this problem, try resetting your availability status by clicking:
on the status bar.
Your status resets and you should now be able to receive calls on the Agent Portal.