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  • 1.  Preferred agent routing locking up agents

    Posted 01-20-2020 16:15
    No replies, thread closed.
    Dear Community

    Wishing you are well.

    We have implemented preferred agent routing twice now, and each time after a few days it seems to be locking agents out of their account with a stuck interaction. 

    The first time after 3 days we turned it off because 3 agents were stuck on interactions and could not answer a call. Support said the interactions were stuck on the edge and needed clearing from that side, however, advised me it had nothing to do with preferred agent routing. I switched off preferred agent routing and no more issues.

    I switched it back on last week and 3 days later the same behaviour occurred, an agent was on queue but couldn't take an interaction. Their status was "Interacting" but they were on-queue and Idle. We found the interaction that it occurred on and found it bounced between the two highest preferred agents about 20 times in a few seconds and then locked up. The interaction had disconnected from the interactions view.

    Support is still advising that it hasn't anything to do with preferred agent routing which I find difficult to believe. 

    Has anyone else experienced this? It's a great solution for our use-case, but won't be used due to the inconveniences of these errors.






    #Routing(ACD/IVR)

    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------


  • 2.  RE: Preferred agent routing locking up agents

    Posted 01-20-2020 22:11
    No replies, thread closed.
    Dear PureCloud

    By way of update, Support asked us to increase the time switching between preferred agents, In particular, to be longer than the alerting time-out.

    Therefore, with an alerting time-out of 18 seconds, we will increase the preferred agent routing ring-switch to 20 seconds.

    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


  • 3.  RE: Preferred agent routing locking up agents

    Posted 01-21-2020 08:46
    No replies, thread closed.
    Are the agents on Auto-Answer?  Curious


  • 4.  RE: Preferred agent routing locking up agents

    Posted 01-21-2020 15:19
    No replies, thread closed.
    Hello Nathan

    The agents are not on auto-answer.

    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


  • 5.  RE: Preferred agent routing locking up agents

    Posted 01-22-2020 08:42
    No replies, thread closed.

    How many seconds do you allow the call to alert to the agent?

    Are the agents actually seeing the call alert when you say it is "bounced between the two highest preferred agents about 20 times in a few seconds"?




  • 6.  RE: Preferred agent routing locking up agents

    Posted 01-22-2020 18:35
    No replies, thread closed.
    Hello Nathan

    My configuration had the ring-switch at 5 seconds i.e. route to the preferred agents for 5 seconds then expand the ring.

    The alerting timeout was set at 18 seconds. I'm not sure if the agents were notified of each of the calls, however from the interactions view and details each agent was alerted multiple times.

    PureCloud PM's have since confirmed that 5 seconds ring-switch time is not a problem for PAR and this case is an error which is being followed up on further.

    Thank you very much for your help.

    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


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