Workflows: Workflow execution delayed after failover, refresh, or sign in with existing calls

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Workflows: Workflow execution delayed after failover, refresh, or sign in with existing calls

Problem Summary The execution of a workflow configured to trigger when a call arrives or when a call is answered is delayed after failover, browser refresh, or when an agent signs in with existing calls.
Error Message N/A
Possible Cause After failover, browser refresh, or when an agent signs in with existing calls, Finesse may receive only one dialog for each existing call. If both when a call is answered and when a call arrives workflows are configured for an agent, the trigger sets for both of these workflows may evalutate to true for the dialog. However, Finesse only runs a single workflow per dialog. Therefore, only the workflow that comes first in the list of assigned workflows runs. If an activity happens on the call later (such as placing the call on hold or retrieving the call), the other workflow will run.
Recommended Action None. This is expected behavior.
Release Release 10.0(1), Release 10.5(1)
Associated CDETS # None


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