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Old 07-14-2021, 09:40 AM
aismail aismail is offline
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Solution Delivered Oceana trying to route call while agent already has one call

Originally within Oceana implementation guide, Oceana skill should have multiple call handling disabled.

In our case, the issue we have is causing the “Routed Call to busy agent” keeps on waiting the agent to be free/available without triggering any fallback.

Suggested Changed: Enable “Multiple Call Handling: Many-Forced”

Expected behavior after the change:
If Oceana routed a call by mistake “due to mis-sync with CM” to a busy agent, the second call will ring on the agent station “Second Call Appearance” for the configured RONA seconds (20sec in our case) and then route it to the Oceana configured RONA VDN.

Has any one experience the similar scenario and what was the fix applied?
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