Issue: Agent pop-up not working for all users only for certain Campaigns, it continues to work fine for the older campaigns.
Root cause: Multiple pop-up requests were being sent from Ozonetel and the first pop-up request did not contain Agent details,
Root cause: Multiple pop-up requests were being sent from Ozonetel and the first pop-up request did not contain Agent details,
Below are the logs for reference:
Timestamp: 08/22/23 12:22:09 PM
JSON:
{“ucid”:”9722169268712981″,”callerID”:”09902691188″,”did”:”918049232862″,”skillName”:”North_bangalore_IB_team”,”agentUniqueID”:”null”,”dataID”:”1454838159″,”campaignID”:”156337″,“monitorUcid”:”9722169268712981″,“phoneName”:””,”agentPhoneNumber”:””,”type”:”Predictive”,”uui”:”9902691188″,”https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed”:”09902691188″,”agentID”:””,”customer”:”bonito_designs”}
Response:
{“Status”:”Failure”,”Message”:”Invalid or missing Agent Information“,”LSQCallSessionId”:”038c7476-f0a8-448c-9089-83fbda05d36d”}
In the subsequent logs, the agent details are passed with same Call session ID hence the pop-up is failing.
JSON:
{“ucid”:”193272496526871411″,”callerID”:”09902691188″,”did”:”918049232862″,”skillName”:”North_bangalore_IB_team”,”agentUniqueID”:”238282″,”dataID”:”null”,”campaignID”:”156337″,“monitorUcid”:”9722169268712981″,“phoneName”:”anupama.s@bonito.in“,”agentPhoneNumber”:”8951980573″,”type”:”Predictive”,”uui”:”9902691188″,”https://contactcenter-in21.leadsquared.com/1/api/Telephony/OV2AgentPopup/215216a4ec7608906b1c52fb03c658d1ed”:”09902691188″,”agentID”:”anupama.s@bonito.in”,”customer”:”bonito_designs”}
Timestamp: 08/22/23 12:22:22 PM
Solution: Ozonetel Team should check the configuration of the campaigns to resolve the issue. For this case, the Ozonetel POC reduced the calling ratio of predictive dialer from 1:40 to 1:2.
