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Interaction Administrator Help
Error Handling Options
Use this page to set Director error handling options.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration appear only if Interaction Director is installed and a valid license exists.
Errors
When the Errors button is selected, the tab displays options that set flow of control when connectivity between Director and a CIC server is lost while calls are waiting. When the CIC server detects that Director is not reachable, it acts in accordance with the options specified here. The possible actions are wait forever, wait a while and then transfer the call somewhere, or wait a while and let local ACD handle it in place. The following options appear:
Enable Error Handling
This option enables configuration of error processing.
Leave in queue, letting local ACD handle the interaction
This option tells the CIC server not to pass the call to Director or post-call routing. The call will remain in the queue until it is dispatched by local ACD. In short, CIC will transfer the interaction to local ACD in the event of an error.
Transfer to the following target
This option sends the call to the specified workgroup, user name, extension, or external telephone number, or any other transfer type supported by the Extended Blind Transfer (XBT) tool.
Target is passed to a handler. If a Workgroup or User name was specified, the handler passes it to the Extended Blind Transfer tool. If the specified target was not a workgroup, the handler checks to see if it is a user name. If the target was not a workgroup or user name, the entry is passed through dial plan to XBT. If the transfer succeeds, no additional processing occurs. If the transfer fails, the call is transferred to the System queue, where the caller will hear Main Menu prompts again.
Wait time before taking any action
The number of seconds to wait before performing the error recovery action, or 0 to disable delay. In releases before Director 2.3.1, Director would immediately take whatever recovery action was specified when an error occurred. The delay itself was not configurable. In Director 2.3.1 and later, you can configure a time threshold. If the situation rectifies itself within the time allotted, routing resumes where it left off. This can result in less churn in the waiting interaction if a short network glitch occurs.
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