Legacy Dev Forum Posts

Muhammad_Faizan | 2021-06-30 16:34:59 UTC | #1

I have a question regarding the conversation states. We are seeing cases in our Genesys cloud org where in the events received from notification service, the contact has ACD participant disconnected while the agent is in alerting state. First question is, whether this is a valid scenario? if yes, when would this kind of scenario take place? in this case if agent does not accept the ring does not move from alerting to connected] how would the conversation go back to the queue given that the ACD participant has disconnected? My earlier understanding was that any conversation which has not yet connected to agent, the ACD participant does not disconnect to cater for redirection back to queue on no answer. Attached events JSON [acddisconnectedagent_alerting.json|attachment (13.4 KB)

system | 2021-07-31 16:35:04 UTC | #2

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