IMS records are not going to Ready at Appointment Routing TIme when WUA is requested by a delegate

Kenny Mitchell · ‎10-03-2022

Hello,

Having an issue with the Walk-up Experience while utilizing the booking appointments On Behalf of other users.

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We have a Queue with an 'Appointment routing time' of 15 minutes.

If a user schedules their own Appointment on the Walk-up Check-in Page, it behaves as expected:

WUA and IMS Records are generated immediately
IMS Record goes into 'On Hold' state until the 'Appointment routing time' is reached (15 min prior to WUA Window Start)
At that time, the IMS goes into Ready and an Available agent is dispatched

We use the 'Appointment delegation group' so that L1 staff can schedule on behalf of other users.

When a WUA is created via this method, the IMS record never changes from On Hold.

L1 Agent goes to Walk-up Check-in page and schedules an appt on behalf of a user
WUA and IMS records are created
IMS record remains in On Hold indefinitely, does not change to Ready at Appointment routing time and is never dispatched

Any thoughts?

Thanks,

Kenny

Kenny Mitchell · ‎03-29-2024

We were still seeing this after the Timezone issues were resolved. We now have a backstop in place to correct it. Still unsure what the core problem is.

Our IMS records should go to "New" 15 minutes prior to the appointment time. Our appointment slots start every 30 minutes. So dispatching should occur at 15min past the hour and 45min past the hour.

Sometimes, without any common thread, the IMS records will remain stuck On Hold and never go to New.

We created a Flow Designer that runs every 30 minutes starting at 16min past the hour. It checks for appointments starting in the next 14 minutes, and then checks if their Interaction is On Hold. It then kicks that IMS to New.

This has been effectively working for us for the last 10 months. We still do see IMS records stuck on hold, but they are pushed to New after a 1 minute delay.

Thanks,

Kenny

View solution in original post

Adam Miller1 · ‎12-16-2022

Having a very similar here, except none of the IMS go into Ready status, whether they book an appointment themselves or via a delegate.

Were you able to figure anything out?

Kenny Mitchell · ‎12-16-2022

Hi,

This ended up being something with the timezones of the Opened by and Opened for being different. Our dev team coded something to fix it, but I am not sure what they did exactly. It required a custom solution. I can try to find more.

Curious that yours is not working at all. I wonder if there is some other config issue?

I would be happy to look at your appointment routing/queue/service channels configs.

Thanks,

Kenny

Kenny Mitchell · ‎03-29-2024

We were still seeing this after the Timezone issues were resolved. We now have a backstop in place to correct it. Still unsure what the core problem is.

Our IMS records should go to "New" 15 minutes prior to the appointment time. Our appointment slots start every 30 minutes. So dispatching should occur at 15min past the hour and 45min past the hour.

Sometimes, without any common thread, the IMS records will remain stuck On Hold and never go to New.

We created a Flow Designer that runs every 30 minutes starting at 16min past the hour. It checks for appointments starting in the next 14 minutes, and then checks if their Interaction is On Hold. It then kicks that IMS to New.

This has been effectively working for us for the last 10 months. We still do see IMS records stuck on hold, but they are pushed to New after a 1 minute delay.

Thanks,

Kenny