Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: GregorV on May 12, 2021, 09:35:07 AM

Title: campaign callback request only in READY state ?
Post by: GregorV on May 12, 2021, 09:35:07 AM

Right now the agents  working in predictive campaigns receive a campaign callback request in ACW state. As the customer is working with full screen apps the toaster covers mandatory fields and the previous call cannot be finished. As a result the agents accept the request but later they forget it and the callback runs into stale.
A possible solution could be to allow the toaster for campaign callback requests only if the agent is in ready state. How can this be changed ?

Thanks
Gregor

Title: Re: campaign callback request only in READY state ?
Post by: catanirex on May 17, 2021, 12:42:11 PM

Have you checked that your Statserver used for routing has the setting capacity-treat-acw-as-interaction=true ?

Title: Re: campaign callback request only in READY state ?
Post by: GregorV on May 18, 2021, 03:02:44 PM

is not configured, looks very promising.
Thanks, Gregor

Title: Re: campaign callback request only in READY state ?
Post by: GregorV on June 02, 2021, 12:42:14 PM

Unfortunately the Agent still gets toaster for scheduled callback while in acw state.
From what I can see in the log the option works because after the last predictive call - when the agent is in acw - the capacity snapshot in statserver still shows 1 current voice call. However, if the scheduled time is reached the toaster is sent to the agent and the the capacity snapshot shows 2 voice calls tough it shoud only allow 1. Log extract:
[code]
2021-06-02T14:04:26.212> Status: Capacity snapshot for agent 'A545454'('DAK'), place 'P-A545454'('Tenant1') (CR='VOICE_CHAT_OUTBOUND_CALLBACK')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ NR              0              1              0              ] <-- outboundpreview
[ NR              2              1              0              ] <-- voice
2021-06-02T14:04:26.212> Server: IxnComposer: get_media_nodes: media type 'voice' not found in composite agent state (tenant_id=102, place_id='P-U079053', agent_id='U079053') (Msg_id '-1')
[/code]
Interesting may be:
[code]media type 'voice' not found in composite agent state[/code]
Could this cause statserver ignore the max value 1 for voice ? - and if so, what do I need to check.
Thanks

Title: Re: campaign callback request only in READY state ?
Post by: catanirex on June 02, 2021, 01:11:22 PM

Hi,

But outboundpreview is the record from a push preview campaign. In order for that to NOT be delivered while the agent is already in a call - you need to adjust the capacity rule to not allow it  if agent is already on a call.