Dispo Call Max and Pause Max not applying

[ccabrera]

Hello,

I´m having issues with the Dispo Call Max Seconds and Dispo Call Max Status. Currently my config goes like this:



What I´m trying to do is to auto pause agents which go longer than 10 minutes in DISPO screen. This seems to work since agents start to get to DISMX status after 10 minutos, displaying like this:


However, then the Agent Pause Max Seconds is not working since I have agents that have been more than 1 hour in pause and still they appear as logged in.

This installation was made with Vicibox 6 and Vicidial VERSION: 2.10-472a BUILD: 150120-0749.

Am I doing something wrong?

[mflorell]

What is the Dial Method of this campaign?

[ccabrera]

ADAPT_HARD_LIMIT and others have ADAPT_AVERAGE, both with same results.

[mflorell]

I just tested on our development system with 60 seconds for Dispo Max and 600 seconds for Paused Max and it worked just like it was supposed to.

[ccabrera]

I´ll do further testing. Is this setting applied on the fly, or does the agent have to logout/login to receive the auto logout?

Or is it done at the keep alive script so its server side?

[mflorell]

In more recent versions, those specific settings are actually refreshed by the agent screen after each phone call. It is executed by the agent screen, not a back-end process. So if the agent screen is disabled in some way it will not work.

[ccabrera]

Matt:

This incident keeps happening. However, I thing I found the cause:

If the agents close the browser while being in disposition, there are no scripts available in the agent interface to change them to DISMX or to logout. Could this be the reason why agents stick with the pause instead of being logged out?

[mflorell]

Yep, that would do it.