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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: karthik.keyan007@gmail.co on July 25, 2015, 05:01:16 AM

Title: Call rejected by the Agent
Post by: karthik.keyan007@gmail.co on July 25, 2015, 05:01:16 AM

Hi Guys,

I have a doubt related to call rejection by the agent. Not sure if its same as RONA setting in SIP Server

Here is the scenario :

Customer call the TFN and gets routed to the agent. Agent is logged in using WDE and auto answer feature is off. The agent rejects the call

What will happen if the agent rejects the incoming call due to some reason ? I want that call to be routed back to the queue so that some other agent belonging to the same agent group answers it . Can you kindly help me with this guys.

Thanks,
Karthik

Title: Re: Call rejected by the Agent
Post by: Tambo on August 17, 2015, 09:21:17 AM

check the TServer / SIP server logs for the reason that the call is rejected at the agent

Title: Re: Call rejected by the Agent
Post by: Kubig on August 17, 2015, 10:39:12 AM

Check option "interaction.reject-route" on WDE object. If the value is empty/blank, the WDE/IWS should redirect the call to the same target (RP in general) from which becomes.

Title: Re: Call rejected by the Agent
Post by: cavagnaro on August 17, 2015, 02:11:29 PM

Reject a call? What is that? Transfer it? For calls there is no Reject. Technically speaking it is a Transfer invite, so if you don't accept (Answer) it will be back to the main object that was doing the transfer.

Title: Re: Call rejected by the Agent
Post by: Fra on August 18, 2015, 06:58:49 AM

[quote author=cavagnaro link=topic=9005.msg40516#msg40516 date=1439820689]
Reject a call? What is that? Transfer it? For calls there is no Reject.
[/quote]
Not really. Technically, especially in SIP, to an INVITE a client can respond with a 603 Decline, which is a proper reject message;

Fra

Title: Re: Call rejected by the Agent
Post by: Kubig on August 18, 2015, 07:23:25 AM

In IWS/WDE case, it means RequestRedirectCall on T-Lib level. The topic is about WDE

Title: Re: Call rejected by the Agent
Post by: cavagnaro on August 18, 2015, 07:25:59 AM

Agree with Fra :D my bad

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