On-Queue Agents that are using WebRTC phones to take ACD calls are placed in a Not Responding status or the Alerting "call" disconnects at 300 seconds even though both the Queue Alerting Timeout and WebRTC Phone Trunk Max Dial Timeout are set to 900 seconds (or any value higher than 300 seconds). Sometimes, after 300 seconds, they are made ineligible to receive calls and placed in a Not Responding status and sometimes the Alerting "call" to the agent disconnects and the agent stays on queue and is eligible for interactions. Regardless of whether or not the agent's queue eligibility is changed, the inbound call is placed back into queue as expected.
Is there an undocumented alerting timeout maximum of 300 seconds for WebRTC for ACD? Or, is there some other setting that I am missing?
#Routing(ACD/IVR)#SystemAdministration#Telephony------------------------------
Dan Fontaine
ConvergeOne, Inc.
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