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Sign in to Talking State if agent state is taking during relogin

plukka
Level 1
Level 1

Hi

we are doing fail over scenario where agent in call with customer but finesse server down, but agent wants to sign in to talking state so that agent can get call info and serve customer. Is it possible to sign in when agent state is staking

Regards

Purna

1 Accepted Solution

Accepted Solutions

dekwan
Cisco Employee
Cisco Employee

Yes, you can sign in with any agent state and in the user event, it will list what state the agent is in.

Thanx,

Denise

View solution in original post

3 Replies 3

dekwan
Cisco Employee
Cisco Employee

Hi Purna,

Assuming that you are on a CCE system, if the agent signs in to the other Finesse server, they will automatically be put into whatever state they were before the failover. So if the agent was in talking state on server A that goes down, they can log into server B and be in talking state.

Thanx,

Denise

Thanks Denise. We are using CCE System. We have VIP which is load balanced with Finesse A & B. We are getting Notification server info based SystemInfo and subscribing xmpp notification on Notification server.

So its possible to sign in if agent state is talking instead of logout during sign in? Please correct me if my understand wrong?

Regards

Purna

dekwan
Cisco Employee
Cisco Employee

Yes, you can sign in with any agent state and in the user event, it will list what state the agent is in.

Thanx,

Denise