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mneubacher
Beginner

RONA detection in call flow

We're currently implementing a new task routing workflow for a customer. During SocialMiner API and Finesse Client testing everything went well regarding rona. But in the ucce call flow we can't check if rona occured.

Most customers require to increase priority if the call is requeued, but Call.RequeryStatus is always 0 and indicates that no rona occured.

It's the same issue if dialogLogoutAction is set to transfer. The task will be requeued to the original script selector without notice that there was some kind of failure.

Workarounds:

  • For non real time applications (like document/e-mail routing), we'll set start timeout to a high value to limit the rona cases. However, there's still the issue with dialogLogoutAction...
  • For real time applications like chat and for the dialogLogoutAction issue, we'll query Call.RouterCallKeySequenceNumber. If it's greater than 0, the task visited a call flow already, indicating that rona or dialogLogoutAction occured.
    • This won't work if agents are required do transfers to script selectors, but we don't need that feature at the moment.
    • If requeue on recovery occurs (e.g. pg cycle/failure), tasks are requeued with fresh RouterCallKeys and will start over with RouterCallKeySequenceNumber = 0.
1 ACCEPTED SOLUTION

Accepted Solutions
snandi
Cisco Employee

Hi Matthias,

Apologies for the delay.

Essentially you want to detect a RONA or a Transfer scenario/Task from the script.

Please check from scripting, a field called Call.ServiceRequested – it should have a value of 3 for RONA and 2 for TRANSFER. Description at this location.

Covers both and seems like exactly the capability you are seeking.

Please get back with any question you have.

Regards

View solution in original post

2 REPLIES 2
snandi
Cisco Employee

Hi Matthias,

Apologies for the delay.

Essentially you want to detect a RONA or a Transfer scenario/Task from the script.

Please check from scripting, a field called Call.ServiceRequested – it should have a value of 3 for RONA and 2 for TRANSFER. Description at this location.

Covers both and seems like exactly the capability you are seeking.

Please get back with any question you have.

Regards

View solution in original post

Thanks, I've missed that. Thought that it's the same for calls and tasks

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