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Workgroups call flow in Interaction Attendant

  • 1.  Workgroups call flow in Interaction Attendant

    Posted 02-04-2021 17:48
      |   view attached

    Hi Folks,

    Please see the below attached call log.

    Failed call scenario: The call first came to the user _Facilities maintenance which is a routing path for the workgroup Facilities maintenance.
    Instead of entering the workgroup in Interaction Attendant, it got transferred to a user.

    Working call scenario: When the user transfers the call to another workgroup _Parkswide, it entered the Interaction Attendant and followed the profile.

    Both the users and workgroups are configured exactly the same. Not sure why the system is behaving in 2 different ways.


    Any help is much appreciated!



    #SIP/VolP
    #Telephony

    ------------------------------
    Renjith Rajan
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  • 2.  RE: Workgroups call flow in Interaction Attendant

    GENESYS
    Posted 02-04-2021 18:13
    OK, so it may be that we have a terminology issue here.

    At a quick glance, it looks to me that _Facitities maintenance is a workgroup with a DNIS set up (in the Phone Numbers container) so no IVR. cgod is a user in that workgroup and gets the call.
    _Parkswide is an Attendant Profile, so when the call is transferred, you get an IVR.

    Without seeing the various configurations, I can't be certain, and others may have alternative theories.

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 3.  RE: Workgroups call flow in Interaction Attendant

    Posted 02-04-2021 18:22

    Thank you for your insight Paul.

    Both _Facilities maintenance and _Parkswide are workgroups with a DNIS set up and both have an attendant profile to receive calls which are configured similarly.



    ------------------------------
    Renjith Rajan
    ------------------------------



  • 4.  RE: Workgroups call flow in Interaction Attendant

    GENESYS
    Posted 02-05-2021 10:46
    If the same DNIS is assigned to a Queue (Workgroup) and an Attendant Profile, then the Queue will get it. This is why when you transfer to the IVR (which is not using the DNIS) it goes there.

    IVRs are not associated with Workgroups, they are used to transfer to a Queue based on customer requirements.

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------