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.