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  • 1.  Survival mode

    Posted 03-07-2019 10:59
    Hi

    When internet fails, Edge goes into survival mode and from the resource centre, it states the following

    The Edge provides basic ACD routing capability when the Edge cannot connect to the cloud.
    The Edges uses analytics data to send calls to agents that had previously taken calls in an ACD queue.

    More specifically, when the Edge goes into survival mode, it will try to route calls to every agent that had previously taken calls in an ACD queue, regardless of their status. If an agent doesn't answer the call, they are put in a probation state, and the Edge routes the call to the next agent in the queue and so on. Subsequent calls are then routed to any agent that isn't in a probation state.

    Question: if we have setup language skills and during survival mode, does Edge route calls to the appropriate agent with the right language skills?

    Hope someone could answer my question. Thanks a million

    Best Regards
    MengYong


    #Routing(ACD/IVR)

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    MengYong
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  • 2.  RE: Survival mode

    GENESYS
    Posted 03-12-2019 09:07
    The more advance routing methods or language/skills based routing is done by Assignment service in the cloud. When an Edge goes into remore survivability mode, unable to communicate with the rest of the cloud services, it only provides the most basic ACD routing functionality based on whether the agent recently had taken calls for the queue.

    Regards,
    Tony Jamero

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    Tony Jamero
    Genesys - Employees
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