Issue
An inbound voice Task is accepted by one Flex Worker, but routed to a completely different Flex Worker.
Product
Twilio Flex
Environment
legacy Twilio Console
Cause
In most cases, when a voice Task is accepted by one Worker but routed to another, the issue can be traced back to an incorrect contact_uri Worker attribute value of the original Worker. The contact_uri Worker attribute is used to determine who / which Worker to route the voice Task to when dequeuing a call. For example, if a Worker named Gary accepts a voice Task, but the value of Gary's contact_uri attribute is client:Bob or client:Bob@twilio.com, then Worker Bob will receive all voice Tasks that are accepted by Gary.
Resolution
In order to correct the voice Task routing discrepancy between agents, update the contact_uri attribute of the Worker who initially accepted the task to the appropriate value. Worker attributes can be updated via the Twilio Console (TaskRouter → Workspaces → Flex Task Assignment → Workers) or via the Worker resource of the TaskRouter API.
Additional Information
You can find additional details about the Worker resource as well as information about how to dequeue a call at the following links: