ACW after caller hangs up

[victor]

Ok, I feel really stupid, but I forgot the option in T-Server that allows you to set agent into ACW after the call has been released.
Help!!!!

[Seb Reeve]

...usually done in PBX - depends on switch, use of emulated agent states.

What PBX?

[Fra]

[quote author=victor link=topic=2011.msg6806#msg6806 date=1169458661]
Ok, I feel really stupid, but I forgot the option in T-Server that allows you to set agent into ACW after the call has been released.
Help!!!!

[/quote]
Vic,

you are probably referring to the 'route-thru-queue' option that should be set to 'true' in case you want the calls to get treated as ACD calls (that means that for Avaya the switch sets the agent work mode from ManualIn to AfterCallWork on release).

[mark]

[quote author=victor link=topic=2011.msg6806#msg6806 date=1169458661]
Ok, I feel really stupid, but I forgot the option in T-Server that allows you to set agent into ACW after the call has been released.
Help!!!!

[/quote]

Do you mean the 'soft_previous' value for 'inbound_release_action' within OCS (under OCServer)?

[Seb Reeve]

...  on Avaya in addition to route thru Q - you will need to set ACW on VDN to which call arrived.

[cavagnaro]

on Alcatel it is setted up on the Processing Group.
If using emulated agents (No ACD or RSI agents) this value must be setted up on the Agent login configuration on CME.

[Fra]

[quote author=Seb Reeve link=topic=2011.msg6817#msg6817 date=1169475673]
...  on Avaya in addition to route thru Q - you will need to set ACW on VDN to which call arrived.


[/quote]
Well, actually only if you mean to use Timed ACW.. 

[victor]

Actually, it is much simpler than that!

I just want all my agents to go into ACW state after they receive and release the inbound call.
I thought there was an option to specify that an agent should be set into not READY ACW mode after release.

Am I wrong?

Vic

[Seb Reeve]

[quote author=Fra link=topic=2011.msg6822#msg6822 date=1169552039]
[quote author=Seb Reeve link=topic=2011.msg6817#msg6817 date=1169475673]
...  on Avaya in addition to route thru Q - you will need to set ACW on VDN to which call arrived.


[/quote]
Well, actually only if you mean to use Timed ACW.. 
[/quote]

true, true! (I usually use 9999 seconds for "permanent" ACW!)

[Seb Reeve]

[quote author=victor link=topic=2011.msg6825#msg6825 date=1169552779]
Actually, it is much simpler than that!

I just want all my agents to go into ACW state after they receive and release the inbound call.
I thought there was an option to specify that an agent should be set into not READY ACW mode after release.

Am I wrong?

Vic
[/quote]

Victor - which PBX do you use? - unless you use the "Emulated Agent State" feature within TServer (whereby TServer "owns" agent states) then this is a switch setting - this is because your PBX controls your agent states, not Genesys.

[Fra]

[quote author=victor link=topic=2011.msg6825#msg6825 date=1169552779]

I just want all my agents to go into ACW state after they receive and release the inbound call.
I thought there was an option to specify that an agent should be set into not READY ACW mode after release.

Am I wrong?
[/quote]

Vic,

[list]
[li]agent states are controlled by the switch, as Seb said[/li]
[li]for an agents state to be set to ACW for Avaya on release of the calls, these have to be ACD calls, it means they should have been distributed by queues of the switch (e.g. hunt groups) [/li]
[li]you probably use URS to route calls and do not get calls pass thru queues of the switch[/li]
[li]there's a "trick" on Tserver, the route-thru-queue option, thanks which you make Tserver use the DirectAgent option in the Route command Tserver issues to the switch: it means that in this case the switch treats the call as an ACD call even if it didnt pass thru a queue and so the agent state is set to ACW by the switch on release.[/li]
[/list]

Hope now it's a bit clearer 

[René]

Hi Vic,

There is another way how to achieve ACW mode after the call routed by Genesys. Avaya PBX does support so called "pending work mode" that allows changing current work mode of an agent while that agent is busy on call. So you can customize your agent's application to send RequestAgentNotReady (mode ACW) when the call is established and the switch will change the agent's status to ACW after the call. Genesys TServer does support that functionality, it's necessary to allow it by enabling TServer's option "use-pending-work-mode".

René