Answered Call Tracking failure in TIAL Avaya/TIAL Avaya TSAPI integrations
Issue date | November 17, 2015 | |
Observed behavior | In Callback integrations using Incoming Applications and TIAL Avaya or TIAL Avaya TSAPI, the Max Holding Calls Passed and Max Number of Callbacks Passed safeguards do not function. Holding call data remains in the system which can inflate estimated wait time (EWT) and stop the dialing of callbacks. | |
Products and versions affected | VHT Callback versions 8.0.0-8.4.0 | |
Components affected | All | |
Applications affected | All | |
Severity | Major | |
Root cause | The Max Holding Calls Passed value of answered calls is not being incremented when these calls are passed over. Calls are passed over when the answer or abandon event for that call is missed (link to the switch is lost, etc.). Since these values are not incremented, the Max Holding Calls Passed and Max Number of Callbacks Passed safeguards are not initiated. | |
Resolution | None. | |
Expected availability | Callback 8.4.1 | |
Workarounds | None. | |
Defects related to this issue | 107749632 | In TIAL Avaya and TIAL Avaya TSAPI integrations using Incoming Applications, Callback does not track if calls are answered before calls that had been in queue longer. This prevents the Max Holding Calls Passed and Max Number of Callbacks Passed safeguards from working, which in turn prevents Callback from recovering from missed answer or abandon events. |