Remote agents receive phantom calls

Last Updated : Dec 30, 2013 |

When you administer enhanced Look-ahead Interflow (LAI) vectors or the LAI Expected Wait Time (EWT) threshold incorrectly, remote agents can receive phantom calls.

Solution

Before you begin

Ensure that Look-ahead Interflow (LAI) is active on the System-Parameters Customer-Options screen.

Procedure

  1. At the command prompt, type change system-parameters features and press Enter.
  2. On page 11 of the Feature-Related System Parameters screen, administer a value higher than the current value in the Interflow-qpos EWT Threshold field.
  3. Save your changes.