Task Routing API: Non-voice media state and Non-voice dialogs are not synchronized

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Task Routing API: Non-voice media state and Non-voice dialogs are not synchronized

Problem Summary When Finesse server fails over to secondary, Non-Voice Media State and Non-Voice Media Dialogs state are not synchronized.
Error Message None
Possible Cause This behavior is as per design for Finesse server fail-over. It is applicable only for Non-Voice Media and Non-Voice Media Dialogs states.
Recommended Action
  • Use the Media GET API to synchronize your application with the state of the agent in the application's media. 
  • If the maxDialogLimit, interruptAction, or dialogLogoutAction settings do not match the settings set by the application during sign-in, use the Media Sign In API to reset the settings. The Sign In API returns an "agent already logged in" error. This error is expected. The API call does not affect the agent's state in the media. The call does, however, reset the agent's maxDialogLimit, interruptAction, and dialogLogoutAction settings in the media.
  • Use the nonvoice Dialog LIST method to synchronize the application with the set of dialogs that the agent is currently assigned.

    Typically, the set of dialogs does not change when you use this command. However, in some failure cases, such as double PG failures, the set of dialogs change when you use this         method.

Release Release 11.5(1)
Associated CDETS # None


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