Customer is unable to connect to an agent 

Description

If a customer requests a session but is not connected with an agent, this may be due to a firewall restriction on the customer side. If the customer is behind a firewall, the firewall may block the messaging needed to establish an Internet session.

Action

  1. Verify that the contact center's firewall is not the problem by placing an Internet session from outside the firewall.

  2. If the customer's firewall is the problem, the contact center can enable the HTTP tunneling feature. See HTTP tunneling. The customer can still request a telephone callback. See the Agent cannot receive calls section for more suggestions.

   


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Avaya Inc.
All rights reserved.
Modified: March 19, 2001