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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on November 01, 2013, 04:00:49 PM

Title: Completed chat rerouting after marked done
Post by: PFCCWA on November 01, 2013, 04:00:49 PM

Hello,

I am finding chat interactions are rerouting to agents even after they have marked done.
What would be the possible cause of this?

IXNserver DB has the interaction with state of 3, and isonline column as 0 (meaning the strategy will try to send it back to the agent).
I am using the chat inbound strategy sample (with BP simple chat).
When the chat is marked done, it should be offline? and have a different state?

Eservices 8.1
GAD 7.6.4

thanks.

Title: Re: Completed chat rerouting after marked done
Post by: cavagnaro on November 01, 2013, 04:32:53 PM

100% sure it is going to an agent? By the strategy they should "return" but then the Target says "STOP"