Currently, if the agent is being alerted for the call and the queue timeout occurs, the interaction is removed from the user and they go into a not responding status, even though the agent cannot interact with the interaction.

We should check if an agent is being alerted and only apply the queue timeout once the agent timeout has occurred.

Is there anyone else running into this issue. It is causing issues because agents think that the call dropped and keep opening tickets.


In PureConnect/CIC the queue timeout stopped pulling calls back when a call got assigned to an agent.

#Routing(ACD/IVR)

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Kleid Gjataj
Mindsight
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We are unfamiliar with queue timeout. Is queue timeout the same as alerting timeout? Last week we had a issue where the again would answer the call and the caller would be gone. Probably experienced over ten of these calls in one day.

Ray Richardson
Werner Co.

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Ray Richardson
Werner
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Original Message:
Sent: 11-04-2019 16:06
From: Kleid Gjataj
Subject: PureCloud Queue TimeOut after alerting

Currently, if the agent is being alerted for the call and the queue timeout occurs, the interaction is removed from the user and they go into a not responding status, even though the agent cannot interact with the interaction.

We should check if an agent is being alerted and only apply the queue timeout once the agent timeout has occurred.

Is there anyone else running into this issue. It is causing issues because agents think that the call dropped and keep opening tickets.


In PureConnect/CIC the queue timeout stopped pulling calls back when a call got assigned to an agent.

#Routing(ACD/IVR)

------------------------------
Kleid Gjataj
Mindsight
------------------------------