Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Victor on January 01, 1970, 12:00:00 AM

Title: Return Queue bug in Symposium
Post by: Victor on January 01, 1970, 12:00:00 AM

It seems like the latest release of SCCS 4.0 we have here is not very good at handling ReturnQueue functionality.

ReturnQueue functionality is used when a call was diverted from an ACD queue to an agent, and if agent does not pick up that call within a specified period of time, the call is returned back to the queue.

In case of Symposium, when the call is returned back to the queue, Symposium send "CallOffered" to the TServer, causing TServer to think that this is a new call, thus creating a new connection ID for this call. Needless to say, all the attach data in regards to this call is wiped out.

We are currently testing a patch we got from Nortel which supposedly gets rid of this problem. I will keep you informed of the progress.

Vic

Title: Return Queue bug in Symposium
Post by: Timay on January 01, 1970, 12:00:00 AM

Can you provide the patch #. This occurs quite often.