inContact Developer Discussion

[logos]

If a contact is in a ROUTING state and a ReqAgent is encountered it will error out rather than perform the ReqAgent.  You can't change the skill or request route the call to a new agent in the ROUTING state.  (I assume this was an implementation choice by the system developers)

The documentation actually contradicts this:

"You can use another REQAGENT ANY TIME to change the skill and move to a different queue."

I discovered this talking to tech support while troubleshooting a failed reassignment of skill in a script that loops thru a reqAgent and changes the skill if no one is available for the current assigned skill.

[TimHarris]

Tyler,

If you wire up the Error branch on a ReqAgent you will catch this problem.  The error branch will fire in the event a contact is already in a routing state.  Then you can script whatever behavior you need for the specific event.  I will get your comments regarding the documentation into the correct hands.

Thank you,

Tim

[logos]

Thanks for the tip Tim.  I've already added an error branch to compensate.  My major issue here is that this is in fact contradicted by the actual documentation developers have available

Hopefully the doc team will correct it.  None of the doc entries I've read have ever listed what conditions actually result in the error branch being taken.  This certainly makes it a lot harder to catch exceptions, as I have no clue what those exceptions might actually be!

[sarahwilliams]

Tyler -

Just a quick note - we have a new documentation team that is very interested in updating the current inControl documentation.  If you have a complied list of errors in the documentation or recommendations for additions, I will personally see that they get included.

Please drop me a line separately @ sarah.williams@incontact.com.

Thank you, and I apologize for the frustration you had.

Sarah

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Something that would be fabulous for us end users would be a decent online help desk ticketing system interface.  It would be great to see what issues in general are actually being addressed for various inContact programs and platforms and be able to submit/track tickets easily.

The other fabulous thing would be regular email updates of what new features are being offered and what bugs are being fixed, especially for inLogin, when new revisions are rolled out.  What we get now is totally inadequate and generally only covers server updates.  Whole rafts of features have been rolled out and existing customers get squat telling them about them - it puts forth a VERY bad message that you simply don't care enough about existing custs to let them know.

[TimHarris]

Tyler,

These are great pieces of advice and things we will take under review and get action on.  As far as feature release information we do send out a number of details about them in advance as well as schedule training (when applicable) and other items as needed.  My guess is you are not receiving those.  Your client service team can ensure that you do in the future.  

Thank you,

Tim

[logos]

Hey Tim.  Despite numerous requests to several manages over the years, I've never gotten anything other than maintenance advisories.  I have seen once or twice things about new myagent updates, but I've *never* seen *anything* about web manager, for instance, nor about 'instant office'...  I don't suppose there's a 'manage my email subscriptions' page about at all, eh?