_agent_transfer_confirm_timeout
Section: General
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Maximum time to wait for call events (interaction.partystatechanged) related to the transfer of the call to the agent. If a transfer confirming or failing event is not received within this period, the transfer is assumed to have succeeded. Set this option value to zero to disable the timer. This timer should be enabled in rare conditions where the switch does not send confirmation events after the call redirection to an agent.
This option is mandatory.
Configure Agent Reject
To ensure that agents will be able to reject callbacks, Genesys recommends to configure the following values by using the Genesys Administrator Extension to edit your configuration.
- In your T-Server application:
- divert-on-ringing=false
- after-routing-timeout=30
- In the gts section of your ORS application:
- cti-transaction-timeout=45
- In the General section of your Callback service:
Note:
In a callback strategy (and via the URS WaitForTarget strategy), when looking for an agent, a target agent is selected and the callback call is routed to that agent. If that agent does not answer the call or if they decline the call, the callback strategy should be able to look for another agent.
But when RONA is setup on the SIP Server option (agent-no-answer-overflow=<RoutePoint>), the callback call is sent to an overflow RoutePoint, and the callback strategy receives a Call Forwarded event,
'Ixn queued on RONA: {"data":{"interactionid":"HSUUC0CM3H1DJ6KDG70VBN496K00004T","partystate":"queued","focusdeviceid":"6660",
"hints":{"callstate":23,"cause":7,"ccevent":8},
"partyid":"HSUUC0CM3H1DJ6KDG70VBN496K00004T-3"},"invokeid":"","name":"interaction.partystatechanged","sendid":"","type":"platform"}instead of a Call Redirected event.
'Ixn diverted from agent: {"data":{"divertingdeviceid":"7001","divertingpartyid":"G7DE9E5NHH1NF4CFTKSEIEFUVK000002-2","divertingpartystate":"null",
"hints":{"callstate":22,"cause":7,"ccevent":13},"interactionid":"G7DE9E5NHH1NF4CFTKSEIEFUVK000002","newdestination":"8251"},
"invokeid":"","name":"interaction.ondivert","sendid":"","type":"platform"}The callback strategy is not able to manage the forwarded event and it is locked.
When a call is under the control of an ORS callback strategy, sending it to another RP will not start a new strategy. It must be detached before sending it, if that is the intended outcome. The current solution is to let the callback strategy to manage the agent lookup without the RONA configuration to forward to another RP.