Genesys Engage on-premises (formerly PureEngage)

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interaction is taken over by switch

  • 1.  interaction is taken over by switch

    Posted 01-20-2021 11:17
    Hello,

    URS log i can see following text "Int 20004 interaction XXXXXXX is taken over by switch" but i am not sure what it means. can any one explain?

    #Routing(ACD/IVR)

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    Lakshmanakumar Krishnasamy
    Infosys Ltd
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  • 2.  RE: interaction is taken over by switch

    NEW MEMBER
    Posted 01-22-2021 09:33
    This message usually means quite literally that it was taken over by the switch.  This happens when you're dealing with a (example) Siemens switch integrated with its matching TServer.  Your URS takes the call and starts running through its strategy.  While it is queueing for example, the switch routing kicks in for some reason and routes the call to another destination.  That would cause this kind of message.  Some other entity, NOT the URS, has taken over routing of the call.

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    Adam Mazur
    Waterfield Technologies, Inc.
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