Department Membership Not Respected

[lancerichards]

Hi Team

I have just been playing with a Voice Receptionist for a customer.
They have 2 numbers with 2 separate department.
Each department has it's own number.
No users are mapped to more than 1 department.

The AI Agent Department Membership has 1 department selected.
When you ask to speak to someone (Let's call her Judy) and there is Judy in Department A and Department B, then it doesn't respect that this number and the lookup is only for this department.

Probably something which needs to be looked at for the next release

Best,
Lance

 

[TheodorosG_3CX]

This can be expected since the department owneship for the AI Agent is a specific department.
If you assign all departments for the AI Agent though, what is the behavior?

 

[lancerichards]

This can be expected since the department owneship for the AI Agent is a specific department.
If you assign all departments for the AI Agent though, what is the behavior?

Hi @TheodorosG_3CX

We are testing on
Version 20.0 Update 9 (Build 873 Beta - AI 1.4.38)

The agent is specifically selected to Department A



When you call and say I want to speak to Judy, it's coming back with Judy in Department A and Judy in Department B.
So the context isn't being respected which is what I would expect here.

Best,
Lance

 

[TheodorosG_3CX]

If you ecxlude the extension from the other department, does it proceed porperly?

 

[lancerichards]

If you ecxlude the extension from the other department, does it proceed porperly?
View attachment 51649

Yes, that does exclude and works, but doing that on scale across a lot of departments becomes rather onerous and we're trying to reduce admin load, not create more of it.

 

[TheodorosG_3CX]

When the AI Agent is created is also part of the Default department, are also both extension in the default department?

 

[lancerichards]

I have confirmed that the agent only appears in the correct department, not the DEFAULT department.

The users are ONLY in their respective department and NOT in the Default department.

So it's 100% not respecting the department members for the lookup.

 

[TheodorosG_3CX]

@lancerichards The new U9 Release Candidate has more AI improvements, you may check and provide your feedback.

 

[lancerichards]

@lancerichards The new U9 Release Candidate has more AI improvements, you may check and provide your feedback.

Tested in RC and same issue with the department not being respected.

 

[nikolascx]

Hi Team

We have an issue here - Acknowledged. Do not test this further. For now workaround it until we fix.

 

[lancerichards]

Hi Team

We have an issue here - Acknowledged. Do not test this further. For now workaround it until we fix.

@nikolascx has this been resolved in U9 RC3?

 

[nikolascx]

Not yet - we are internally a little split on the behavior of how this should work.

So correct me if I am wrong.

You have a Judy A in Sales. And Another Judy B in Support
You set an AI Receptionist and point it to work only with Sales.

What does the caller tell the AI Agent?
Will the AI receptionist disclose that there is a Judy B also? Is this the exact issue?

Thanks so much and at your disposal

 

[lancerichards]

Hi @nikolascx

My view, is if you select a department, it respects the boundaries of that departments, no different to a Trunk which is tied to a department.

Currently, as you have identified, July A in Sales and Judy B in Support both come up when you ask to speak to Judy.
At present, it says there's more than one, do you want Judy A or Judy B and yes, it will disclose the name.

The department scoping is especially important in large companies trying to implement this.
If you have 40 Michael's across a global org, or then this just would create chaos.

Hope that helps

Best
Lance

 

[nikolascx]

Hi @lancerichards
We just finished a fix in our dev branch for this issue.
This means that the next update will contain this fix.
Thanks for reporting
God bless

 

[lancerichards]

Hi @lancerichards
We just finished a fix in our dev branch for this issue.
This means that the next update will contain this fix.
Thanks for reporting
God bless

Amazing! Thanks @nikolascx