Author Topic: campaign callback request only in READY state ?  (Read 374 times)

Offline GregorV

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campaign callback request only in READY state ?
« on: May 12, 2021, 06:35:07 PM »
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

Offline catanirex

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Re: campaign callback request only in READY state ?
« Reply #1 on: May 17, 2021, 09:42:11 PM »
Have you checked that your Statserver used for routing has the setting capacity-treat-acw-as-interaction=true ?

Offline GregorV

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Re: campaign callback request only in READY state ?
« Reply #2 on: May 19, 2021, 12:02:44 AM »
is not configured, looks very promising.
Thanks, Gregor

Offline GregorV

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Re: campaign callback request only in READY state ?
« Reply #3 on: June 02, 2021, 09:42:14 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: [Select]
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')
Interesting may be:
Code: [Select]
media type 'voice' not found in composite agent stateCould this cause statserver ignore the max value 1 for voice ? - and if so, what do I need to check.
Thanks

Offline catanirex

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Re: campaign callback request only in READY state ?
« Reply #4 on: June 02, 2021, 10:11:22 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.