Communication Proxy

TComm Server queuing same customer session twice

a) Issue Description:

TComm Server shows logs "Routing to Agent via 'WorkQueue'" twice for the same session

b) Cause

CallAgentMessage config of TComm Server and AutoCallQueue config from TComm Proxy not in sync

c) Troubleshooting

Duplicate queuing for same session happens when AutoCallqueue on TComm Proxy config is set to true and enable.callagentMessage of TComm server rconfig is set to false. Ensure to keep both configs to true so that session queuing happens only once for one chat session request.

Below screenshot shows AutoCallQueue config in tcomm proxy config

Below screenshot shows enable.callagentMessage config in tcomm server rconfig

Call routing and queuing not happening in TComm server

a) Issue Description:

TComm Server shows logs stop at session start and doesnt show routing and callqueue after that

b) Cause

CallAgentMessage config of TComm Server and AutoCallQueue config from TComm Proxy not in sync

c) Troubleshooting

Call routing and queuing won't happen in TComm Server for new session request when AutoCallqueue on TComm Proxy config is set to false and enable.callagentMessage of TComm server rconfig is set to true. Ensure to keep both configs to true or false so that call routing and queuing happens for the new session request

Below screenshot shows AutoCallQueue config in tcomm proxy config

Below screenshot shows enable.callagentMessage config in tcomm server rconfig