Login NotReady option

[Jeff]

Hi,

is there an option to set agent into not ready when login. As it is now,  our agents login and then become not ready, so there is always a call that manages to make it through to the agent before she become not ready.  Is it possible to login as not ready from the start?

[victor]

Ok, I had a same problem before and even though I could swear there was a t-server option I cannot find it.
The other way (and not as glamorous is to set it in yout TExtension.TAgentWorkMode.

According to Genesys, by default it is 0, which [color=red]SUPPOSEDLY[/color] sets your agent into NOT-READY mode, but it does not seem to be like that (at least with SIP T-Server). So, you would need to specify it directly. AuxMode perhaps?

Here is the reason why I am saying "SUPPOSEDLY". If you look at the enclosed log, you will see that there is EventAgentReady after login despite AgentWorkMode = Unknown.

[color=green][size=8pt]15:47:01.109 Trc 04541 RequestAgentLogin received from 460 (001c CTISIP_Client)
message RequestAgentLogin
AttributeThisQueue 'Q1'
AttributeThisDN '6002'
AttributeAgentID '10010'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 3
15:47:01.109 -- created: CRequest@01BEF8F0 RequestAgentLogin-CTISIP_Client[460]/3
15:47:01.109 +++ CIFace::Request +++
  -- new invoke
  Parsed: RequestAgentLogin
  From: CTISIP_Client[460]/3
  Numbers: +<6002> -<none>
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
  -- AgnEmu: global ACW 0
@15:47:01.1090 [0] 7.2.100.42 distribute_response: message EventAgentLogin
AttributeEventSequenceNumber 00000000000001ec
AttributeTimeinuSecs 109000
AttributeTimeinSecs 1170226021 (15:47:01)
AttributeReferenceID 3
AttributeThisQueue 'Q1'
AttributeAgentID '10010'
AttributeThisDN '6002'
@15:47:01.1090 [ISCC] Debug: Translate: '' -> ''; result 1 ()
15:47:01.109 Trc 04542 EventAgentLogin sent to 460 (001c CTISIP_Client)
15:47:01.109 Trc 04542 EventAgentLogin sent to 440 (0006 CTISIP_Client)
15:47:01.109 Trc 04542 EventAgentLogin sent to 388 (0002 StatServer)
[color=red]@15:47:01.1090 [0] 7.2.100.42 distribute_event: message EventAgentReady
AttributeEventSequenceNumber 00000000000001ed
AttributeTimeinuSecs 109000
AttributeTimeinSecs 1170226021 (15:47:01)
AttributeThisQueue 'Q1'
AttributeAgentID '10010'
AttributeThisDN '6002'
[/color]@15:47:01.1090 [ISCC] Debug: Translate: '' -> ''; result 1 ()
15:47:01.109 Trc 04542 EventAgentReady sent to 460 (001c CTISIP_Client)
15:47:01.109 Trc 04542 EventAgentReady sent to 440 (0006 CTISIP_Client)
15:47:01.109 Trc 04542 EventAgentReady sent to 388 (0002 StatServer)
[/size][/color]




Tell me how it went!

Best regards,
Vic

[René]

Jeff,

If your agent's application doesn't specify work mode when sending RequestAgentLogin then the switch sets the work mode. Check the log as suggested by Victor and check you switch' settings.

Regards,
René

[Jeff]

Hi, Rene! Thank you for your reply.

Judging by Vic's log, he is using Genesys SIP Tserver. I am also using Genesys SIP Tserver (7.2.0003 or whatever is the latest one is).
If I use "Unknown", how do I set default login to NotReady? I cannot find any SIP server option for that.

[René]

Hi Jeff,

If you use "Unknown" then the status is set by the switch and it seems to be "Ready" in case of SIP TServer. I suggest you to modify code of your agent's application to specify work mode for RequestAgentLogin. I would say that "standard" is to put an agent to work mode AuxWork with ReasonCode=0 after login. The agent has to be trained to change its status immediately after login manually. Using AuxWork with ReasonCode gives you opportunity to monitor how long the agent stays in AuxWork with ReasonCode=0 after login.

If you aren't able to modify code of agent's application then it's time for some workaround - increase the verification time of URS (option "verification_time" or "verification_time_agent") giving your agents sufficient time to switch to NotReady state after login.

René

[Dave]

The TServer option that you're probably thinking of is nrdy-after-login, which can be set to on or off.  It's available through some TServers, and not in others.  It's worth trying though.  Setting the value of this option to "on" is supposed to send RequestAgentNotReady when EventAgentLogin is received.  Setting it to "off" will send RequestAgentReady.