There are a few settings that have to be confirmed. The first deals with the timeout threshold set for each unavailable state. When the maximum time is reached, the agent will be automatically logged out. Many times adjusting this setting is what has to be corrected and the issue is resolved.
The second thing to confirm, and this will be the solution for other issues as well, is that each TernioSwitch user has accepted location tracking when installing the app. The TernioSwitch needs consistent connection to Nice inContact to keep active. This is one of the settings that will keep the users continually logged in, so either go to settings and set the TernioSwitch to “Always” connected in Location Services, or simply delete the app and reinstall. When asked for permission to access your location, select “Always”.
The final troubleshooting step is to make sure the TernioSwitch users do not choose to go into “Power Save” modes. Mobile devices power down apps that it thinks are not being used to save on the battery. The issue here is if the TernioSwitch app is sent to the background, connectivity to Nice inContact is halted. Again, this can log the user out.
Connectivity between the TernioSwitch and our servers, as well as the Nice inContact servers, is achieved by having a consistent internet connection through the mobile devices’ cell and/or the WiFi. For the mapping functionality most companies keep WiFi on at all times.
This is the optimal setting for the TernioSwitch, but is not required.
So, the best scenario is that WiFi is On and automatically logs in when entering known WiFi networks. When leaving those networks, the GPS and Cell take over. The locations that we see on the map are the actual locations that the mobile device sends out every minute. Periodically, the markers will show in odd locations, but should always reset to a close proximity of the device after a short period of time.
Next, let's look at a few other possibilities that can affect the map markers.
The first has to do with the browser you're using. Note that the Chrome browser is the preferred browser. We suggest using that since we've periodically found map marker issues with Internet Explorer. If you experience this, change to the Chrome browser, or try clearing the Internet Explorer browser cache.
The second issue could be the location settings for the TernioSwitch. Location settings need to be set to “Always”. (Do understand, to protect your privacy, that your location information is sent to our servers ONLY when the app is running and you are logged in). If you set the app to “Only when using the app", your mobile device may put the app into sleep mode, and this will stop the app from sending the location information, therefore the map marker will temporarily disappear.
The third thing that could affect the map marker disappearing is if your phone goes into "Battery Save" mode. If this occurs, most apps will be put into a "Background" mode pausing the location services from working.
You can use an action called Runapp, or you can code the ScreenPop to the specific skill. if it's coded to the skill the ScreenPop works perfectly on the TernioSwitch.