Agents must log out/in to access manual CB's in succession

[linuxknight]

I was searching through the forum and read about this issue. From what I've read it is fixed in 2.0.4. We are running 2.0.5-162 and seeing this behavior.

An agent pauses his dialing, enters active callbacks, calls one, dispositions. When he comes back to the agent screen, if he tries to access the active call back screen again it pops up a message to the effect of "you must be paused to enter callbacks in auto-dial mode". Is this the expected behavior?

To get around this my agents are either logging in and out again to get there or writing down their callbacks and manually dialing them. Either way, its fairly inefficient.

Any ideas are greatly appreciated.

[mflorell]

Can't duplicate that bug on our test system, how is your campaign configured?

[linuxknight]

Its an inbound/manual outbound blend. Mostly manual dialing. I went around to various agents to see this behavior. They all have various theories as to why it may work or not - mostly surrounding the 2 check boxes (lead preview and alt dialing) enabled.

Basically sometimes it allows them in and out in succession, other times it does not. I have one agent that has this problem always. Looking further at user settings to see if something is different.

[williamconley]

What is the server load during this? it sounds like the system is unable to accurately check the agent's status ...

[linuxknight]

Ill look for it the next time I see the issue. Thank you.

[linuxknight]

Hi William, when agents see this behavior the load is very low.
load average: 0.02, 0.08, 0.19

The agents pause, click callbacks and it displays a message saying "You must be paused to access callbacks in auto-dial mode"

If there are any other ways to trouble shoot this, ideas are very welcome.

[mflorell]

We can only troubleshoot it if we can duplicate the problem.

I tried three times to duplicate this, but until you can give us an exact set of steps that an agent goes through to get this to happen there isn't much we can do.

[linuxknight]

I sat down with the problem agent at shift start today, and we could not replicate the problem. The only thing that changed was that I init 6'd the servers after I noticed I had neglected this duty for 10 days - Its hard for me to get into the routine of rebooting a linux server as I never do this anywhere else unless its a new kernel or hardware. I remember Mike C told me once I should do this daily, so I will put crond on it.

[linuxknight]

I was just able to watch the agent see the behavior after a break. The following are the steps he took to display the issue to me.

-Log into Blended campaign that contains call backs.
-Click on Manual Callbacks
-Look at list, go back
-Dials a callback, dispositions as AO CB.
-Click Pause, Enters CB's - OK, GO BACK
-Take next manual call, disposition
-Pause
-Clicks Manual Callback
"YOU MUST BE PAUSED TO VIEW CALLBACKS IN AUTO-DIAL MODE"

[mflorell]

Is this a RATIO, ADAPT_X or INBOUND_MAN dial method on this campaign?

[linuxknight]

Its an INBOUND_MAN campaign

[mflorell]

Have you noticed if this problem occurs using any other dial method?

[linuxknight]

I will test it today with a manual only method where the agent doesn't log into any in-groups.

Thank you

[linuxknight]

Hi Matt, I was able to duplicate this issue and find a solution (work-around) to it.

If you disposition a callback with the "Hang-Up Customer" button, everything works fine. You can go in and out of callbacks at will.

To create the error/bug use the hot-keys feature to disposition a callback. Then click pause and try to enter the callbacks menu again. You will get the error "You must be paused to enter callbacks in auto-dial mode". The only way to get back into callbacks at this point is to log out/log in again.

My reps have trained themselves to use the manual disposition button now to come and go into the callbacks.

Not sure if this is a bug, but wanted to post my findings.

[williamconley]

some of these bugs are devious little critters

[mflorell]

Interesting bug, haven't heard of that one before. Thanks for the testing, I will put that on my list of things to fix.