Audio sound is heard by the agent even if the call is disconnected/cancelled by the customer/caller
Last updated 2022-09-26 ·Reference W-11362230 ·Reported By 2 users
Users can set the request sound length up to 30 seconds in their Presence Configurations.
Suppose the agent is receiving a Chat request in their omni widget, if this request is canceled by the visitor/chasitor after a few seconds before the agent accepts it, the request sound will keep playing for as long as defined in the Presence configuration.
Create a chat button and enable omni-channel set up.
Under Presence Configuration. Set :-
1) Play a notification sound for work requests - Checked
2) Notification Sound - Default
3) Sound Length (Seconds) - 5
Set the Omni Channel presence for the agent as Online
Initiate the chat
The agent hears the audio notification and is ready to be accepted. However, don't accept the chat.
Cancel the chat from the visitor/chasitor side by clicking on the cancel chat button
No work item (Chat ) is there to be accepted, yet we hear the notification sound for the duration, as defined in the Presence configuration.
This is WAD behaviour. Document will be updated accordingly for the current behaviour.
Is it Fixed?
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