Congestion Control
As of MCA for SAP release 2.1.2, CCE/CCH Congestion Control is supported with a treatment mode of “Terminate with Dialog Fail/RouteEnd” or when the returned label is named “ROUTE_ERROR” (treatment modes “Treat Call with Dialed Number Default Label”, “Treat Call with Routing Client Default Label”, and “Treat Call with System Default Label”).
Further restrictions apply for a PCCE deployment. See Chapter PCCE for details.
Treatment Mode “Terminate with Dialog Fail / RouteEnd”
If CCE/CCH rejects route requests for a particular action item due to Congestion Control with a generic route failure, the affected action item is terminated at the CRMConnectorSAP. By using the Connects for SAP’s Action Item Archive feature (see chapter Action Item Preferred Agent Routing for detailed information) all information for the terminated action item is stored into the CRMConnectorSAP’s action item routing archive. With the aid of this archive, a b+s Customer Services representative can easily resend one or multiple action items to the CRMConnectorSAP to route it to CCE/CCH again.
Treatment Modes “Treat Call with Dialed Number Default Label”, “Treat Call with Routing Client Default Label”, and “Treat Call with System Default Label”
If CCE/CCH rejects route requests for a particular action item due to Congestion Control with a configured label named “ROUTE_ERROR”, the affected action item is re-routed to CCE/CCH by CRMConnectorSAP based on the configuration of the two parameters RouteWaitToRerouteTimeout and RouteRandomRerouteTimeoutRange. With the configuration parameter RouteTryCount the maximum number of times that the CRMConnectorSAP attempts to re-route a rejected action item can be controlled.
| Key | Default | Range | Description |
|---|---|---|---|
| RouteWaitToRerouteTimeout | 60000 | 1000 - 600000 | Timeout for executing re-route (in milliseconds) |
| RouteRandomRerouteTimeoutRange | 0 | 0, 1000 - 7200000 | If configured, the CRMConnectorSAP adds a randomly calculated amount of time (between 1000 and the configured value of this parameter) to the amount of time configured in RouteWaitToRerouteTimeout Value is in milliseconds |
| RouteTryCount | 10 | 1-1000 | Maximum number of re-route attempts for a rejected action item |
Resend Agent State Change Request on MediaManager Failure
Upon the receipt of a failure response from the MediaManager, the CRMConnectorSAP can resend the affected agent state change requests. This behavior can help in situations where CCE sends multiple agent state events within a very short timeframe where some agent state events report the affected agent as ready and some as not ready. Such a behavior can occur if a change to an agent’s voice skill group is made. For agent state synchronization reasons, the CRMConnectorSAP forwards the received agent state changes in separate requests to the MediaManager. Caused by race conditions the MediaManager might still be busy processing an agent state change request when he receives another request from the CRMConnectorSAP. In such a situation, the MediaManager responds with a failure message and the CRMConnectorSAP revokes the corresponding agent state change towards CCE.
To have the CRMConnectorSAP resending agent state change requests to the MediaManager upon, the following adjustment of the CRMConnectorSAP’s initialization file is necessary:
[Dynamic]
EsFlags={<current value> + 0x00000200}
The EsFlags setting is dynamic, so it is not necessary to restart the CRMConnectorSAP service to activate the functionality.
- If the EsFlags key is not null, the current value and the value for resending agent state change requests must be combined bitwise OR by combining multiple EsFlags settings.
Note that if the resending of agent state change requests on MediaManager failure is activated in CRMConnectorSAP, the agent’s state might automatically toggle on the SAP Interaction Center Web Client (ICWC). That is, the ICWC’s agent state radio button switches from ready to not ready and back to ready within a few seconds.