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Configure Workgroup Errors

The Errors tab in the Workgroup Configuration dialog box allows you to specify the flow of control when losing connectivity between Director and a CIC server while calls are waiting. When the CIC server cannot reach Director, it acts in accordance with the options specified in this dialog box. The possible actions are: wait indefinitely, wait a while and then transfer the call to the specified target, or wait a while and let local ACD handle it in place.

To configure workgroup errors

  1. On the Monitored Server, open Interaction Administrator and then click the Workgroups container.

  2. In the list view, double-click the ACD workgroup for Director to monitor. The Workgroup Configuration dialog box appears.

  3. Click the Director tab and then click Errors.  

Enable error handling: If selected, allows error processing.

Leave in queue, letting local ACD handle the interaction: If selected, the CIC server transfers calls to local ACD when there's an error instead of passing them to Director or post-call routing. The calls remain in the queue until the local ACD dispatches them. 

Transfer to the following target: If selected, transfers the calls to a handler, which transfers them to the specified target.

[Target]: Workgroup, user name, phone extension, or external phone number (or any other transfer type that the Extended Blind Transfer (XBT) tool supports) to which to transfer the calls. For a workgroup or user name, the handler passes the calls to the Extended Blind Transfer tool. For all other targets, the handler passes the calls through the dial plan to XBT. If the transfer succeeds, no other processing occurs. If the transfer fails, calls transfer to the System queue, where the caller hears Main Menu prompts again.

Wait time before taking any action: Time (in seconds) to wait before attempting error recovery. If zero (0), attempts error recovery immediately. If the situation rectifies itself before reaching the specified wait time threshold, routing resumes where it left off. This feature can result in less churn in the waiting interaction if a short network glitch occurs. In releases before Director 2.3.1, this option wasn't available. Instead, Director attempted error recovery immediately.

  1.  Click OK.