Hi Team,
Greetings!!
Scenario:
Whenever predictive dialing campaigns is made from Ozontel end, the agent pop up is throwing Failure for more than 1 time in telephony logs. Error says “pop up for the call session id was invoked”.
Error response in telephony logs:- {“Status”:”Failure”,”Message”:”Popup for the call session id 4132169140351421 was invoked”,”LSQCallSessionId”:”0a422932-1346-46f1-9890-c366f3daf30d”}
Solution:
In this case, the issue is happening only in cases of predictive calls where 2 calls are made containing different UCIDs but the same monitor UCID. Since the duplication check at our end is for monitor UCID, the consecutive agent pop-up call is failing.
To overcome this issue there are two ways:
> We change the duplication check from monitor UCID to UCID
> Ozonetel changes its setting. Instead of calling the agent pop-up API on every call, they will just call the API when the user picks up the call. To do this, ozonetel will have to configure “server side onBusy” setting at their end.
The second method will reduce the # of failure agent popup API hits, thus improving the API performance stats. But the agent pop-up will take a few extra seconds to come.
