Contact center agents hear ring but softphone window never appears

Scenario

Incoming calls alert the user, but the softphone or call control window never presents for answering.

Recommended Resolution Path

1. Check the client windowing behavior, notification permissions, and app focus settings.
2. Review whether security tooling or multi-monitor policies suppress the UI.
3. Compare one agent profile against another on the same machine if possible.
4. If the backend routes calls correctly, focus on the client presentation layer rather than the queue.

Technician Notes

Confirm the result, document the root cause, and record any preventative action worth standardizing.