Avaya Support Forums  

Go Back   Avaya Support Forums > IP Office Contact Center

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 10-06-2015, 05:22 AM
jtarjanyi jtarjanyi is offline
Brainiac
 
Join Date: May 2012
Posts: 95
jtarjanyi has 10 reputation points
Default Activate Flow changes during operation

Hi,

What happens if we activating call flow, or IVR changes. Is it affected the call in IVR, callflow, or in queue ?

Will be still there or dropped out , or just the new calls will be affected?
Reply With Quote
  #2  
Old 10-06-2015, 08:21 AM
mnorst mnorst is offline
Whiz
 
Join Date: Mar 2015
Posts: 42
mnorst has 11 reputation points
Default

Quote:
Originally Posted by jtarjanyi View Post
Hi,

What happens if we activating call flow, or IVR changes. Is it affected the call in IVR, callflow, or in queue ?

Will be still there or dropped out , or just the new calls will be affected?
In my experience it depends. I have swapped inbound Topics (no other changes) and had old calls stay in their original flow while new calls flow into the new flow. I've swapped flows where the announcements/logic steps are new and had all calls route to the new flow immediately but also times where some calls have dropped or logic starts to act strangely. Load (calls in queue) have a huge impact on this. I would be very hesitant to make any changes with 20+ calls in queue unless they are all sitting in a single announcement script and aren't bouncing about.

I'm not sure what happens to a call in an IVR script as I haven't watched that closely. I would assume if the calls isn't in the middle of switching between announcements or logic at the second the flow is changed you would be fine. It might be safer to change the task logic to pull the calls out of the IVR before making major updates, then change the taskflow back to release back into the IVR.

My rules of thumb (Your Mileage May Vary) is:
1) Generally it is safe to make adjustments to the existing task script (like changing a logic step or destination group) and the changes are felt immediately as the flow is re-evaluated every second past the task trap.
2) Try to only change Taskflow sets with little or no load. Changes are felt immediately however if calls are in queue bouncing around I have had some issues with drops or odd logic issues.

Hope that helps.
Reply With Quote
  #3  
Old 10-06-2015, 08:26 AM
jtarjanyi jtarjanyi is offline
Brainiac
 
Join Date: May 2012
Posts: 95
jtarjanyi has 10 reputation points
Default

Quote:
Originally Posted by mnorst View Post
In my experience it depends. I have swapped inbound Topics (no other changes) and had old calls stay in their original flow while new calls flow into the new flow. I've swapped flows where the announcements/logic steps are new and had all calls route to the new flow immediately but also times where some calls have dropped or logic starts to act strangely. Load (calls in queue) have a huge impact on this. I would be very hesitant to make any changes with 20+ calls in queue unless they are all sitting in a single announcement script and aren't bouncing about.

I'm not sure what happens to a call in an IVR script as I haven't watched that closely. I would assume if the calls isn't in the middle of switching between announcements or logic at the second the flow is changed you would be fine. It might be safer to change the task logic to pull the calls out of the IVR before making major updates, then change the taskflow back to release back into the IVR.

My rules of thumb (Your Mileage May Vary) is:
1) Generally it is safe to make adjustments to the existing task script (like changing a logic step or destination group) and the changes are felt immediately as the flow is re-evaluated every second past the task trap.
2) Try to only change Taskflow sets with little or no load. Changes are felt immediately however if calls are in queue bouncing around I have had some issues with drops or odd logic issues.

Hope that helps.
Yes, it make sense. I will do the safest way, and activating changes only out-of-hours.
Thank you !
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 03:36 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.