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  • 1.  Disregard Queue TimeOut after alerting an agent

    Posted 07-13-2020 16:46
    No replies, thread closed.
    We have a customer that has a very short Queue TimeOut. After 40 seconds the call gets transferred to an outside call center.

    The issue that we are encountering is that the Queue Timeout kicks in the middle of alerting an Agent. Not allowing them to answer the call and shows them as not responding.

    Is there any way to stop the Queue Timeout once an agent is selected/alerted? In PureConnect this happened by default if I remember correctly.





    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)
    #Telephony

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    Kleid G
    Mindsight
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  • 2.  RE: Disregard Queue TimeOut after alerting an agent

    Posted 07-14-2020 00:54
    No replies, thread closed.
    With PureCloud you could try to enable the auto answer.

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    Paulo Mesquita
    Spark NZ Trading
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  • 3.  RE: Disregard Queue TimeOut after alerting an agent

    Posted 07-14-2020 12:41
    No replies, thread closed.
    That is a good idea but is not going to work in this environment since the agents are not always ready to take a call

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    Kleid G
    Mindsight
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    Original Message


  • 4.  RE: Disregard Queue TimeOut after alerting an agent

    Posted 07-14-2020 13:57
    No replies, thread closed.
    Auto-answer is the only thing available which can help in the situation you describe. The call is under control of the In-Queue Call flow until an agent answers, so there is a race condition between the alert and the timeout built into the flow.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 5.  RE: Disregard Queue TimeOut after alerting an agent

    Posted 07-14-2020 16:18
    No replies, thread closed.
    Thanks George - Do you know if PureConnect handled this differently?

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    Kleid G
    Mindsight
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    Original Message


  • 6.  RE: Disregard Queue TimeOut after alerting an agent

    Posted 07-14-2020 16:26
    No replies, thread closed.
    The functionality in PureConnect is Handlers-based (even for Attendant-based ACD), so when an agent comes available it triggers a handler which starts the alerting. In that sense it is definitely different.

    I can't remember if the In Queue Timeout event will steal a call away from the handler which is alerting the call on an agent's queue. Sorry...been too long since I have experimented with that.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Disregard Queue TimeOut after alerting an agent

    Posted 07-14-2020 19:01
    No replies, thread closed.
    Looks like the Alert Toolstep was canceling pending operations. So it is safe to assume that the Timeout timer didn't act on the alerting call.

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    Kleid G
    Mindsight
    ------------------------------

    Original Message


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