I have the issue that sometimes the hotline seems to turn off after reloading zendesk and sometimes it stays on.
This makes me sometimes miss time on the hotline since I don't always notice it turned off.
If you reload the Zendesk interface in your browser you would briefly go offline.
If you call in this brief moment of being offline calls would not route to an agent (assuming its just 1 agent that is available). Having more than 1 agent online and available would be a good way to mitigate this.
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