Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on September 01, 2009, 08:59:35 PM

Title: When GAD fails...
Post by: cavagnaro on September 01, 2009, 08:59:35 PM

What happens to the interaction that I was handling? Email for example? I have a customer where by some network reasons the communication to the server gets slow or disconnects, until their network guys fix it, I wonder (and also the customer) what happens to the interaction was handling on screen? Like reading an inbound email.
Right now if agent opens the browser again there is no track of the interaction...what to do on this cases?

Title: Re: When GAD fails...
Post by: YevgeniyP on September 02, 2009, 05:11:16 AM

Interaction will be returned to the queue and re-routed (if it's the one routed to the  agent). The one created by the agent will be placed into queue where it was created and wait there forever if there is no strategy associated.
After crash desktop has to reconnect to Ixneraction Server and it will be considered as new agent. To continue processing of outbound interaction agent has to go into queue where interaction is sitting and pull it from there. Based on some criteria...