Recently discovered an issue with outbound dialer operating across 2 Edges. Agent received call and conducted a scheduled callback which was prevented from dialing until the callback fell due 5 days later on Edge No. 1
The dialer proceeded to repeat dial the customers telephone number on Edge no. 2, connected with the customer. Wrapped up successful. Contact/Number would be deemed as not contactable.
5 days on the callback was offered to the agent again as scheduled it didn't identify that Edge no 2 had already completed a successful contact, proceed to dial.
Is anyone else aware of this?
Does anyone know if the Edges can be synced with each other so it doesn't reproduce the calls over.
Makes me wonder how many others are like this, have raised a case with care.
#Outbound#Routing(ACD/IVR)#Telephony------------------------------
Darryn Chang
Stuff Limited
New Zealand
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