Good morning, Denali users. An issue has been identified that can leave some users unable to accept inbound calls. The development team is aware and working on a solution. More information will be posted here when it becomes available.
UPDATE 6:30am Pacific Time: The development team has pushed a hotfix. They are continuing to closely monitor the situation.
RCA: A regression in our call delivery system caused us to present offers to multiple agents at the same time for the same inbound call. This caused the appearance of agents not being able to accept/reject calls, multiple agents accepting the same offer, and early terminated calls. A hotfix was deployed at 6:30am Pacific Time (see above) which resolved the issue for all reporting users. No further reports were received after the hotfix went live.