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  • 1.  So many time to send the call to agent

    Posted 10-24-2018 10:59
    No replies, thread closed.
    There is some cases in a outbound campaing: when client/user say "hello", it takes up to 10 seconds to pass the call to the agent. What could be the problem... this is happening in a significative quantity of cases.

    Thank you
    #Routing(ACD/IVR)

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    Ricardo Delgado
    Global Networks Solutions S.A.
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  • 2.  RE: So many time to send the call to agent

    Posted 10-24-2018 11:07
    No replies, thread closed.
    @Ricardo Delgado we too are seeing this delay in outbound calls. We have two cases opened with support at this time.​

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    Angelia Harper
    Avtex
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  • 3.  RE: So many time to send the call to agent

    Posted 10-24-2018 14:10
    No replies, thread closed.
    Are the agents set to auto-answer?

    Have you done network analysis to see if there is significant latency between the cloud and the user client?

    Are you using PureCloud Edges on-premises with the agents, or using PureCloud Voice, or with Edges in one location and agents at home or in another location?

    There are many different variables and possibilities.

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    George Ganahl
    Principal Program Manager
    Genesys
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