If you are the agent with the problem you will notice your status as being colored in orange on the top right side of the web app.
To put yourself back in green and able to receive calls, click on Set to Online.
If you encounter yourself in this situation regularly, please notify our Support team as the status updates should be done automatically by Toky and we may need to manually check your account to determine the cause of the issue.
If you are an account administrator trying to fix this issue for another agent
Go to the Agents section, find the agent in question, and click on the lightning icon.