Outbound ASM (progressive with seizing) mode with Interaction Workspace

Voice & Telephony
1

Hello All,

I’ve run test campaign in ASM mode, but it looks like not comfortable to work with it in IW.
According to this wiki page http://genesyslab.info/wiki/index.php?title=Handle_Outbound-Campaign_Voice_Interactions#Procedure:_Handling_an_ASM_predictive_or_progressive_Outbound-Campaign_voice_interaction
firstly i should get ASM window like this one
http://genesyslab.info/wiki/images/f/f0/Iw_us_IW_Campaign_ASM_Establishing_State.gif

and then after sip server made RequestMergeCalls, this window should be updated with customer information.
In my case when customer connected, IW pop up another one window! like this one
http://genesyslab.info/wiki/images/c/c5/Iw_us_IW_Campaign_ASM_Predictive_Progressive_Interaction_Window.gif

So i have one window for engaged call with empty customer information and second window with customer information. After call ends agent must close both windows and then accept new engage call.
Is it feature or bug? I though in ASM mode desktop should update first window with customer info rather than create another one window…

2
  • Check whether 2 distinct calls are delivered (2 connIDs or 1?)
  • Run a test with another agent desktop

It might well be that your outbound solution config is not fit for purpose and that in effect the merge doesn’t take place.

Fra

3

Hi Fra,

I’ve checked call flow and: there are two connid, after remote party answered OCS send RequestMegreCall, i.e. it looks like outbound properly configured.
Unfortunately there is no other desktop in this environment, have anyone ever tried to use ASM mode? How it should look at agent’s seat?

4

What I meant is, do you have two EventEstablished on the agent DN, each with a different ConnID? Or just one?
What it happens, at least using CPD Server, is that the agent receives one call only, the engaging leg - ConnID 1 - and although the agent doesn’t have visibility of the customer leg, with ConnID 2, its agent deskop receives an EventAttachedDataChanged that updates ConnID 1 with the customer leg KV pairs.

Fra

5

the first call is engaing it’s condid is …2f70c, after remote party answered, sip server send EventPartyChanged on agent DN with new call id …2f70d (this was call id for customer leg). After that first call (2f70c) was actually released and deleted. Starting from this point all new events generated with new connid 2f70d.

6

found a workaround:
using options to override IW configuration in routing strategy, i set:
voice.auto-answer = true
voice.mark-done-on-release = true

this result in to engaged call automatically answered and interaction windows automatically closed when call is bridged, but customer interaction windows is not closed automatically and stay on desktop.
looks great!
i believe ASM mode is more customer-friendly than simple progressive or predictive.