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Thread: What process changes an agent back to available after a dialer call?

  1. #1
    Join Date
    Jun 2007
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    Milwaukee, WI
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    What process changes an agent back to available after a dialer call?

    I'm trying to understand what process is controlling how long agents stay in follow-up after a dialer call. I believe dialer is waiting for the agent to disposition the call and then once they disposition the call dialer sets the agent back to available. Right now the call automatically dispositions as ambiguous after 2 minutes (due to the call deallocating in the system) and then the agent is flipping back to available. I would like to allow the agents to stay in follow up longer than 2 minutes but am having a hard time trying to figure out how to make this happen.

  2. #2
    Join Date
    Oct 2010
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    Have a look in the Dialer Settings. There is an option for "automatically disposition call after...."
    Paul Simpson
    Technical Sales Systems Engineer

  3. #3
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    Paul,

    I believe you are referring to "Delay in seconds before auto-dispositioning a disconnected interaction". According to the help file this is only for calls that go to the Outbound Attendant. Is this setting maybe used for both calls that go to an agent and calls that go to attendant?

    Sets length of time that Interaction Dialer will delay the automatic dispositions that happen when an interaction disconnects without an explicit disposition. This applies only to interactions that were transferred to an Interaction Attendant profile or which were transferred away from an agent but did not get an explicit disposition before they were disconnected. This setting does not apply to agent-assigned calls. It is used when a call disconnects while in Attendant. The default delay is 120 seconds.

    Thanks,

    Mark

  4. #4
    Join Date
    Aug 2012
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    Indianapolis, IN
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    after a dialer call is disconnected. they agent goes into follow up until the call is dispositioned. If dispositioned before hang up then at hang up they go available.


    The dialer subsystem handles this, not ACD so ACD setting are ignored (aka follow up timer).

    The only way to get around this is to use custom scripts to change the users status based on the events mention above. Technically dialer would put them available then the script would set them to something else aka follow up.

  5. #5
    Join Date
    Apr 2017
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    Are there any negative ramifications to an outbound call (dialer) custom script setting the wrapup code/allowing the agent to disposition after the interaction has been removed from the queue because the 2-minute follow-up time default has expired. The records and wrap-up codes are still successfully stored in the PEN, and Call History tables, and the status in ContactList table was appropriately updated to match the disposition. We are using CIC 2015 R2.

  6. #6
    Join Date
    Apr 2007
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    Noblesville, IN
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    Quote Originally Posted by ccerimel View Post
    Are there any negative ramifications to an outbound call (dialer) custom script setting the wrapup code/allowing the agent to disposition after the interaction has been removed from the queue because the 2-minute follow-up time default has expired. The records and wrap-up codes are still successfully stored in the PEN, and Call History tables, and the status in ContactList table was appropriately updated to match the disposition. We are using CIC 2015 R2.
    Can't guarantee it's the same in 2015 R2, but in 3.0 some attributes may not get updated in the IC DB tables such as wrap-up code or any custom attributes set within Dialer (policies, script, etc.). It also triggers a couple warnings in the handlers if the call has deallocated when the handlers run (and of course if you have any disposition handlers that need access to the call object that would be an issue). Likewise, if the script tries to access call object attributes that would be a problem.

    It's also possible to extend the call deallocation time, so if the default 2 minutes isn't enough and you still need the call past that, update the 'EIC_DeallocationTime' call attribute and give it a new value (in seconds) to keep the call object around longer.

  7. #7
    Join Date
    Apr 2017
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    7

    EIC_DeallocationTime Attribute Increase - what problems can occur?

    What are the negatives or things we need to be concerned about as far as increasing the EIC_DeallocationTime attribute? We're using CIC 2015R2.
    Our call center wanted to increase it from the default of 2 to 30 minutes so agents had more time in follow-up for outbound calls. I did that via an outbound custom script, and we are now seeing problems of calls that don't have data popped into our custom scripts, Interaction Scripter messages indicating "The interaction ID does not match any known interaction", etc. Our memory usage on the CIC and session manager servers is fine, but we did notice what seems to be a high number of threads in the IP process (we are using 271 MB of physical memory and 311 MB of virtual memory with 585 threads). Our CIC server has 16Gb of memory.

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