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  • 1.  Call Drops When Agent Switch Between Line 1 & Line2

    Posted 11-10-2023 13:12
    No replies, thread closed.

    Hello,

    Not sure if any of you had this issue;

    • agent receives a dialer call and then a call to his extension.
    • when he answers the extension call line and try to go back to the other line the calls drop

    #Routing(ACD/IVR)

    ------------------------------
    Claudette Reid
    Financial Debt Recovery Limited
    ------------------------------


  • 2.  RE: Call Drops When Agent Switch Between Line 1 & Line2

    Posted 01-02-2024 14:52
    No replies, thread closed.

    Is this still an issue?  Sounds like you might have an issue with the end device.  Is this WebRTC?  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Call Drops When Agent Switch Between Line 1 & Line2

    Posted 01-02-2024 15:25
    No replies, thread closed.

    Hello Robert,

     

    The issue occurs with the polycom phones.

    No issue with WebCRT.

     

     

     




    Original Message


  • 4.  RE: Call Drops When Agent Switch Between Line 1 & Line2

    Posted 01-02-2024 16:09
    No replies, thread closed.

    Are you using Persistent connections?  If so, make sure they are using the Genesys interface to go between the calls and not the phone as it may disconnect the persistent connection if you disconnect another call on the phone itself. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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