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  • 1.  When does Alerting Timeout start?

    Posted 11-15-2021 18:47
    No replies, thread closed.
    We have the voice Alerting Timeout set to 15 seconds but what we are experiencing is that the agent is not given any time to Accept/Dismiss a call.  Basically, the "Accept/Dismiss" pop-up appears for a flash and then it's gone with the system putting the agent goes to "not responding" status.  

    It's almost as if the Alerting Timeout starts as soon as it knows an agent is available, but some type of system processing delay is eating up that 15 second window before the call is presented to the agent.  

    Has anyone else experienced this behavior?  If so, what was your solution?  

    Does anyone know when the Alerting Timeout clock begins and what system processing takes place between then and when the agent is presented with the "Accept/Dismiss" pop-up?
    #Routing(ACD/IVR)

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    Greg von dem Bach
    Alaska USA Federal Credit Union
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  • 2.  RE: When does Alerting Timeout start?

    Posted 11-16-2021 23:20
    No replies, thread closed.
    That should come up as soon as they are presented with an interaction.  Now, if it takes time to actually alert the user (setup WebRTC session and ringing) when yes, you might timeout before they actually see it come up.  Try using the desktop app and different browsers.  Also, you might consider using persistent connections for the WebRTC phones so it does not have to setup a session for every call.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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