.
Scenario:
Topic Call came to Agent1, Agent1 does not answer the call and call came back to queue and Agent1 gets signed off. Call then routed to next free agent Agent2, but Agent2 cannot answer because call is immediately routed to voice mail box of Agent2.
Reason: the call monitoring time in IPO does not start new for the rerouted call to Agent2 and the allowed ringing time is exceeded, because there was no connect for the call.
Workaround:
configuration of vea: open file vea.properties in folder C:\Program Files (x86)\Avaya\IP Office Contact Center\Voice Extension Adapter on IPOCC server.
change the following line:
com.tenovis.cc.ts.pbxglobal.voiceextension.Transfe rToAgent=unsupervised
into
com.tenovis.cc.ts.pbxglobal.voiceextension.Transfe rToAgent=supervised
consequence: with this configuration the call will be connected in case routed to agent1 and ringing and in this case the call became chargeable for the caller
Topic Call came to Agent1, Agent1 does not answer the call and call came back to queue and Agent1 gets signed off. Call then routed to next free agent Agent2, but Agent2 cannot answer because call is immediately routed to voice mail box of Agent2.
Reason: the call monitoring time in IPO does not start new for the rerouted call to Agent2 and the allowed ringing time is exceeded, because there was no connect for the call.
Workaround:
configuration of vea: open file vea.properties in folder C:\Program Files (x86)\Avaya\IP Office Contact Center\Voice Extension Adapter on IPOCC server.
change the following line:
com.tenovis.cc.ts.pbxglobal.voiceextension.Transfe rToAgent=unsupervised
into
com.tenovis.cc.ts.pbxglobal.voiceextension.Transfe rToAgent=supervised
consequence: with this configuration the call will be connected in case routed to agent1 and ringing and in this case the call became chargeable for the caller
