Workflows: Wrong call triggers workflow after failover, refresh, or sign in with existing calls

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Workflows: Wrong call triggers workflow after failover, refresh, or sign in with existing calls

Problem Summary After a failover, browser refresh, or an agent signs in with existing calls, the wrong call triggers a workflow.
Error Message N/A
Possible Cause

Possible causes for this behavior include:

  1. After failover, Finesse may not receive dialogs for the calls in the same order as it did before the failover.
  2. Given the current call states, a different call may be the first call to execute a workflow. For example, if the only workflow configured for the agent is triggered when a call is answered (and not when a call arrives) and the call the originally triggered the workflow is on hold, that call does not trigger a workflow. However, other calls may trigger a workflow.
Recommended Action None. This is expected behavior.
Release Release 10.0(1), Release 10.5(1), Release 10.6(1) 
Associated CDETS # None


 

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