Hi 

Wonder if anyone has encounter this issue.

1. Caller calls in,  select an option to speak to an agent
2. The call then enter the "In-queue" call flow
3. System route the call to most suitable and available agent
4. Agent's setting is set with "auto-answer", but the call did not get connected to the agent
5. Agent receive an error message (but system did not put agent to "not responding" status.Status remain as "in queue", idle but not receiving anymore calls until the agent realised something not right and logout of the system and re-login)
6. Caller continue to hear music/VO waiting in the queue (which under normal circumstances, the call should have been routed to next available agent)
7. New calls came in and may route to agent successfully, while this previous poor call continue to wait in the queue and eventually drop off

This happened intermittently to any agent at any time, un-predictable. Agents are using PureCloud softphones. We tried swtiching 10 agents to use WebRTC phones and 3 of them encounter the same issue somehow,

We have been facing this issue for weeks and support not been able to help so far, even after we escalated the issue to the management.

Best Regards
MengYong
#Routing(ACD/IVR)

------------------------------
MengYong
------------------------------

Hi Meng,

This bug will be fixed in the next Edge Firmware.

This is happening when the phone/softphone communication is interrupted by an unexpected event. For example, the network cable is unplugged from a physical phone or the Softphone crashes (The App closes itself).

In both scenarios, the call is sent back to the queue and no longer routed.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-11-2019 05:43
From: Meng Yong Choo
Subject: Caller stucked in queue

Hi

Wonder if anyone has encounter this issue.

1. Caller calls in,  select an option to speak to an agent
2. The call then enter the "In-queue" call flow
3. System route the call to most suitable and available agent
4. Agent's setting is set with "auto-answer", but the call did not get connected to the agent
5. Agent receive an error message (but system did not put agent to "not responding" status.Status remain as "in queue", idle but not receiving anymore calls until the agent realised something not right and logout of the system and re-login)
6. Caller continue to hear music/VO waiting in the queue (which under normal circumstances, the call should have been routed to next available agent)
7. New calls came in and may route to agent successfully, while this previous poor call continue to wait in the queue and eventually drop off

This happened intermittently to any agent at any time, un-predictable. Agents are using PureCloud softphones. We tried swtiching 10 agents to use WebRTC phones and 3 of them encounter the same issue somehow,

We have been facing this issue for weeks and support not been able to help so far, even after we escalated the issue to the management.

Best Regards
MengYong
#Routing(ACD/IVR)

------------------------------
MengYong
------------------------------

Do we know what Edge Firmware version will correct this bug?

------------------------------
Scott McCann
Rite Aid
------------------------------

Original Message:
Sent: 12-11-2019 07:03
From: Paulo Mesquita
Subject: Caller stucked in queue

Hi Meng,

This bug will be fixed in the next Edge Firmware.

This is happening when the phone/softphone communication is interrupted by an unexpected event. For example, the network cable is unplugged from a physical phone or the Softphone crashes (The App closes itself).

In both scenarios, the call is sent back to the queue and no longer routed.

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 04-11-2019 05:43
From: Meng Yong Choo
Subject: Caller stucked in queue

Hi

Wonder if anyone has encounter this issue.

1. Caller calls in,  select an option to speak to an agent
2. The call then enter the "In-queue" call flow
3. System route the call to most suitable and available agent
4. Agent's setting is set with "auto-answer", but the call did not get connected to the agent
5. Agent receive an error message (but system did not put agent to "not responding" status.Status remain as "in queue", idle but not receiving anymore calls until the agent realised something not right and logout of the system and re-login)
6. Caller continue to hear music/VO waiting in the queue (which under normal circumstances, the call should have been routed to next available agent)
7. New calls came in and may route to agent successfully, while this previous poor call continue to wait in the queue and eventually drop off

This happened intermittently to any agent at any time, un-predictable. Agents are using PureCloud softphones. We tried swtiching 10 agents to use WebRTC phones and 3 of them encounter the same issue somehow,

We have been facing this issue for weeks and support not been able to help so far, even after we escalated the issue to the management.

Best Regards
MengYong
#Routing(ACD/IVR)

------------------------------
MengYong
------------------------------

This is still in the works.

We will have this info next year.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 12-11-2019 11:20
From: Scott McCann
Subject: Caller stucked in queue

Do we know what Edge Firmware version will correct this bug?

------------------------------
Scott McCann
Rite Aid

Original Message:
Sent: 12-11-2019 07:03
From: Paulo Mesquita
Subject: Caller stucked in queue

Hi Meng,

This bug will be fixed in the next Edge Firmware.

This is happening when the phone/softphone communication is interrupted by an unexpected event. For example, the network cable is unplugged from a physical phone or the Softphone crashes (The App closes itself).

In both scenarios, the call is sent back to the queue and no longer routed.

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 04-11-2019 05:43
From: Meng Yong Choo
Subject: Caller stucked in queue

Hi

Wonder if anyone has encounter this issue.

1. Caller calls in,  select an option to speak to an agent
2. The call then enter the "In-queue" call flow
3. System route the call to most suitable and available agent
4. Agent's setting is set with "auto-answer", but the call did not get connected to the agent
5. Agent receive an error message (but system did not put agent to "not responding" status.Status remain as "in queue", idle but not receiving anymore calls until the agent realised something not right and logout of the system and re-login)
6. Caller continue to hear music/VO waiting in the queue (which under normal circumstances, the call should have been routed to next available agent)
7. New calls came in and may route to agent successfully, while this previous poor call continue to wait in the queue and eventually drop off

This happened intermittently to any agent at any time, un-predictable. Agents are using PureCloud softphones. We tried swtiching 10 agents to use WebRTC phones and 3 of them encounter the same issue somehow,

We have been facing this issue for weeks and support not been able to help so far, even after we escalated the issue to the management.

Best Regards
MengYong
#Routing(ACD/IVR)

------------------------------
MengYong
------------------------------