rrb555 wrote:The call will still be there if the agent logs back in? agent will just get to ready mode then the call will be automatically send to him?
what if there's a lot of calls on que? what is the probability that other call will be send to him other than the call before?
just having some issues with this INCALL status on the report as it is not being count in the Inbound Daily Report and some other reports.
Do not confuse the agent "web session" with the agent "meetme room".
When an agent gets a call, both are populated with "client". The web page gets client DATA and the meetme room gets the client CALL. These are often on different servers, and have no interaction with each other directly.
The crashing of the web page does NOT terminate the agent's phone call. The web server suddenly not getting a response does not cause a "hangup" command to be sent to the meetme room. So the agent's phone call is still in the meetme room, and the client will be able to talk to the agent. As long as the agent does not hang up the phone, the conversation will still happen.
That being said: The agent's Web Browser will be needed to log in again. I don't recall if there is a mechanism to put the agent into the same meetme room if they log right back in, but there may be.
You should test that (close a browser while you're on a call and immediately log back in ... and be sure there are other agents in the system when you do it). I suspect there is a mechanism in place.
Posted: Wed Jul 13, 2016 2:17 am