A RingCentral community manager explained that calls going straight to Refused without ringing in MAX happen when the ACD finds the agent leg not ready or timed out, so it marks the contact Refused and requeues it.
field report · Checked 2026-10-02
- Vendor
- RingCentral
- Product
- RingCentral Contact Center
- Subsystem
- MAX
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- as of 2026-07
- Status
- field report
- Checked
- 2026-10-02
Sources
- Calls going directly into a "Refused" status — RingCentral Community · tier 5 independent technical research · reply by community manager BeckyH
Cite this note
APA
WarmTransfer. (2026, October 2). Troubleshooting NICE CXone agent leg and softphone problems: source note nice-cxone-agent-leg-troubleshooting-fp-refused-no-leg. WarmTransfer. https://warmtransfer.net/knowledge/claims/nice-cxone-agent-leg-troubleshooting-fp-refused-no-leg
BibTeX
@misc{warmtransfer-claim-nice-cxone-agent-leg-troubleshooting-fp-refused-no-leg,
title = {Troubleshooting NICE CXone agent leg and softphone problems: source note nice-cxone-agent-leg-troubleshooting-fp-refused-no-leg},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/nice-cxone-agent-leg-troubleshooting-fp-refused-no-leg},
note = {Source note nice-cxone-agent-leg-troubleshooting-fp-refused-no-leg, checked 2026-10-02}
}