IWS Logout Issue - During Internal calls

Hi,

We are facing problem in IWS internal calls

As per customer requirement, i have configured

agent-no-answer-action=Logout
agent-no-answer-timeout = 15
agent-no-answer-overflow = recall

So that, if the agent doesn’t answer the call in 15, the call will recall to routepoint & the agents get logout automatically.

Due to this configuration, if agent doesn’t answer the internal calls, the IWS also getting logout.

For example, The Agent1 is logged in with 3000 extension & Agent2 is logged in with 3001 extension.

And Agent1 is calling Agent2 from 3000 to 3001(Extension to Extension call).

Suppose if the Agent2 is not answer the call, then Agent2 IWS desktop is logging out.

Anyone pls help us to solve this issue

Regards
Prem

Hi Prem
This options affect the SIP server behavior and does’t depend from agend desktop software. So it’s not the IWS issue. Check the status of you internall call - may be you have the internal to bussines override enabled options.
WBR Tim

So, try to set these values (agent-no-answer-…) in strategy. This can divide calls into inbound and internal

Kubig, look at start post - Prem said about direct call with out any strategy.

I do not see no info about inbound calls (not internal) were routed directly without RP, it is not logical.

Issue resolved, after set “internal-bsns-calls” as false..!!!

Thanks …!!!

Internal calls are in standard marked as false,so you have to changed after deploy.