We are using the Embedded Framework with our Interaction Sync product. The agents are accepting the calls and they hear the initial ring, but once they pick up the interaction the system will ring again, sometimes it will continue to ring for 1-2 minutes while the agent is speaking with the caller. They do have two tabs of Dynamics opened, however, we were under the impression that this was built to allow having multiple tabs opened at once. I have opened a support case and they referred me to post here. Is there any data that I can provide to you or any limitation that you know of that will cause the ringing to keep happening once the interaction is picked up?
I know that interaction sync also instantiates a frame with the main PureCloud client in it. Is it possible the ringing is coming from that iFrame? Note that the main client does not allow for multiple tabs due to notification limits (which could easily produce the sort of thing you're describing).
InteractionSync has two different form factors. This one being used does not put the full client within an iFrame so the users are not using the full main client at the same time. Regardless the challenge is that it continues to ring past the call going connected.
Hi Richard, in response to Michael Shrall's reply, is there anything else that we can look at to see what is causing this? If the full client is never open at the same time as the small client, where else can it be coming from? If they do have more that one tab of Dynamics opened could that be causing the issue? I have tried to replicate and the only thing that I have occur is that the ringing sometimes will ring to the other tab, however, once the interaction is picked up, both rings will stop, this customer's PureCloud continues to ring as they are speaking with the customer.
Aharper the client has logic to choose which window should be playing the audible alert. We try to reduce the number of tabs that are “ringing”. This process uses cookies to store which tab is the last focused / activated tab. If the customer is using multiple browsers, clients (full directory client, the embedded client), or other browser extensions that could manipulate or scope cookies they could experience multiple tabs ringing. The ringing should be stopped as soon as the interaction is connected unless the tab does not receive the connected interaction event. We don’t not scope the stopping of the ringing, we attempt to clean up any ringing stream.
If the connected interaction event is not received by the tab it could continue to ring. Does the user experience a stale interaction “status” when this issue happens? If messages are not being delivered to a tab I would expect to see other side affects as stale states, missing “call logging” event, and even possible status event.
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