Incorrect handling of PreviousConnID in Genesys integrations
Issue date | October 22, 2015 | |
Observed behavior | In Callback integrations using Genesys and TIAL Genesys PSDK, calls containing a PreviousConnID are not always tracked correctly. These calls can become stuck which increases estimated wait time (EWT) and slows the dialing of outbound calls. | |
Products and versions affected | VHT Callback version 8.3 | |
Components affected | All | |
Applications affected | All | |
Severity | Major | |
Root cause | The current ConnID is being ignored when the diverted and abandoned events for Call Type 4 (Consult) contain a PreviousConnID. | |
Resolution | Callback has been updated to track calls using either the ConnID or PreviousConnID supplied by Genesys diverted and abandoned events. | |
Expected availability | Callback version 8.4.0 | |
Workarounds | None | |
Defects related to this issue | 105700786 | In Callback integrations using Genesys and TIAL Genesys PSDK, logic enhancements ensure that calls can be tracked by either the ConnID or PreviousConnID supplied by Genesys diverted and abandoned events. |