Agents Receive calls on Skylight and not on the desk phone

Overview

The Skylight product is indicating that the agent is receiving a call, however, the desktop phone does not ring.

Root Cause

There may be a carrier hand-off problem between the Serenova carrier (Twilio) and the LEC (local exchange carrier) connected to your PBX. 

Conclusion

In these cases you can reach out to Twilio and ask them to identify the carrier for the location and change to a different production voice carrier to resolve the hand-off problems experienced.

User Guide