on 10-09-2012 7:26 AM
Hi All,
I need your suggestion for below mentioned issue:
when I go to press end button in toolbar to stop alert for incoming call,fax and email from genesys queues,
Then alert timer does not refresh and it keeps counting.
since alert timer does not stop, IC does not show new call coming from queue.
Pls help me.
Thanks
Nilesh
Hi Nilesh,
I have the same issue in our System. Have you found a solution.
accept or reject button do not work and it is not possible to end an outgoing call. It´s still counting alert time and throw up an error message like this: function is not supported with current phone call status.
Best Regards,
Yoro
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Hello, Nilesh.
End button is not designed to skip incoming call/fax/etc. It is designed to end current running interaction which you've accepted.
To skip incoming contact you need to use Reject button instead.
You can get more information regarding different buttons in help topic Specifics for Interaction Center: Toolbar
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Hi andrei,
Thanks for respose.
But actually issue is different than what I explaind.
Here is the issue details:
when I go to accept call, email or fax and if i takes more than 3 or 4 mins. to press end button then at this situation alert timer is not getting refresh and also it restrict calls in queue to display.
but, if i press end button within 2 min. then everything works fine and next call pending in queue get displayed.
Thanks
nilesh
Hi Nilesh,
I suggest you check the ICI log to see whether there is <WrapUpEnded> sent to Genesys. If yes, please check the call status whether it is "ended" sent back from Genesys. Also Genesys will send <userchanged> to set the agent work mode to ready again.
I guess there is no call status changed to ended in Genesys in your situation.
Thanks,
ZJ Kong
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