Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dimitry on June 27, 2017, 06:36:19 AM

Title: WDE random View issue
Post by: Dimitry on June 27, 2017, 06:36:19 AM

Hi All,

I have an issue with WDE call consult scenarios.  Normally when you initiate a warm consult transfer there will be two legs shown in WDE. One is the customer leg and other advisor 1 to advisor 2 call leg.

Sometime intermittently I could see the leg 2 view hides the leg 1 view. I mean that I couldn't see two legs , so inorder to go customer leg I need to release the second leg  , only then leg 1 gets visible.

Is it a known issue or will it be due to customisation ?

Title: Re: WDE random View issue
Post by: cavagnaro on June 27, 2017, 12:46:06 PM

Which PBX?
Check logs
Internal or external consult call?
You need to grab TServer logs and WDE logs and compare good vs bad scenario and find out the differences

Title: Re: WDE random View issue
Post by: Dimitry on June 27, 2017, 01:51:31 PM

Hi Cavagnaro,

I am doing that right now. As the issue is intermittent , it is getting difficult to replicate in test.

Title: Re: WDE random View issue
Post by: cavagnaro on June 27, 2017, 02:16:23 PM

I understand but unless you catch it, it is impossible to fix it just by guessing