yelyah.nodrog Posted March 8, 2018 Share Posted March 8, 2018 Afternoon, Our users are reportingthat when they take a call of of hold the system is sending out all breach emails. For example if we put a call on hold before breach, it seems to still be counting to breach in the background? When our users took the call off hold the call sent out 3 breach notifications one for 50%, one for 75% and one for 100%? All at the same time? However it is not showing as breached on the actual call? As you can see below all were sent at the same time? We have had a couple of these so far today Hayley. Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted March 12, 2018 Author Share Posted March 12, 2018 Anyone? Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2018 Share Posted March 19, 2018 @yelyah.nodrog apologies for the delayed reply... it seems there is an issue in SM whereby the on hold period is not accounted for by the escalation engine... Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted March 20, 2018 Author Share Posted March 20, 2018 is this something that is being worked on? Link to comment Share on other sites More sharing options...
Victor Posted March 20, 2018 Share Posted March 20, 2018 @yelyah.nodrog yes, is being worked on Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted April 4, 2018 Author Share Posted April 4, 2018 Hey guys, sorry I have ben on A/L since the 21st march, has this not been resolved or is it still being worked on? Thanks as always Hayley. Link to comment Share on other sites More sharing options...
Victor Posted April 23, 2018 Share Posted April 23, 2018 @yelyah.nodrog is still being worked on. May I ask, when you have a chance, to raise this as a support request so we can track and monitor the progress? Thanks! Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted April 27, 2018 Author Share Posted April 27, 2018 Logged as requested: IN00151097 Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 8, 2019 Share Posted January 8, 2019 Hi @yelyah.nodrog I believe that a solution was provided in November. I just wanted to check if this is now working for you? Regards, James Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted January 16, 2019 Author Share Posted January 16, 2019 I believe it has resolved the issue, but haven't checked in detail, am just not getting anyone talking about it anymore! No news is good news right? Many thanks 1 Link to comment Share on other sites More sharing options...
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