Ghost calls with CTI application

[AKrisinger]

We have NIQ over IP and one of our CTI applications (internally developed) is popping on the virtual call, when the agent goes reserved.
Has anyone dealt with CTI apps over IP-NIQ?

 

[chris13]

Not yet, but we use NIQ + NIQ over IP.
Is this not the desired behaviour? If you use "SEND CONNECT" in the CCT, that's the way it should work. Your application receives the "call connect message" as soon as the system knows where the call will be placed.
The same without NIQ: if you don't use auto-answer, your app will pop when the teleset starts ringing.
If you need a message when the call is physically connected, Event Bridge can help. Look for "Call Connected Event Message" (CCEM).

 

[AKrisinger]

The app is popping on the virtual call. We have a sent connect in the CCT but with NIQ-IP, an agent goes reserved when a "race" scenario is created, thus creating a "ghost pop" when the call is sent to the other agent.
Does the CCEM actually flag when the call starts with an agent? Or does is still key on the virtual? With NIQ-IP we still get two terming call records...

 

[chris13]

The CCEM is sent when the call is finally connected to an agent/trunk.
Look at the EventBridge-Docs, you'll have to tell EventBridge which resources are to be monitored for the different events.
Usually the agent which is reserved should get the call. Otherwise there might be general issues concerning NIQ (no free trunks)?

We get 2 CDRs per NIQ-Call, too. It's because we use IP-NIQ to queue to the our local groups, to distribute calls equally between local and the remote site (not "overflow").

 

[jgaskins]

We use old fashioned NIQ to load balance traffic and we get 2 CDRs per call. I do not think IP is the culprit in producing 2 call records.

 

[AKrisinger]

Actually traditional IQ doesn't have a collate time attached to it, which allows the network time to determine longest available agent at both sites. I don't believe traditional creates a "reserved" state, which, in my situation is triggering the app to pop.

 

[chris13]

Using traditional NIQ, the remote site makes agents "reserved", too. It's only for the time the local site needs to transfer the call to the remote site. Using leased lines this works very fast. Longer durations of the reserved state occur only if there is no free channel.

 

[HardCoal99]

We had this exact problem.

When we installed IP-NIQ, my screen pop application would pop every available agent in an agent group. Instead of triggering the pop with "CallConnect" you need to use "ConnectEvent." The "Connect Event" is only sent when the call is actually handled by a particular agent. The Call Connect message is sent to all agents.