TACW problem in some conditionals

[Andrzej Belda]

I have AVAYA Definity ECS (G3) PBX with software version 9.5. My Genesys system version is 6.1.
I have such a problem.
In case that agent finish the call which came to him/her from queue and the other call comes from queue the TACW delay time is 10 seconds as it was setup in the VDN and Hunt Group so, it works fine.
But the problem is when the call comes to the agent directly from Routing Point. In that case:
When the agent finish the call which came to him/her directly from Routing Point (without queing), the other call from queue comes to the agent at the same moment without the delay time TACW.
We expect that after each call the agent should have the time (specified in the TACW parameter) for after call work or change his/her status to NotReady.

On the PBX we have set TACW parameter to 10 seconds for all of VDNs and Hunt Groups linked to Routing Point and Queues (used for queuing calls for Call Center agents).
On the Genesys system we have set 'tacw' configuration option to value '11' (seconds) in 'TServer' sections of each DN linked to Routing Point and Queues (see above).
In the Genesys we have also set 'verification _time' option to the '11' value in the 'default' section of the URS application (in CME).

Please, send me your suggetions what else I should do / setup in the Genesys/PBX to achieve the proper functionality (see what we have already setup).

[Ray]

Check the config of your agents in CME when you assign a login ID to an agent, you can specify the wrapup time.

Hope this helps

[Andrzej Belda]

It's a pity but I can't find any information about agent's 'wrapup time' parameter in the Genesys documentation.
Please, provide me more details about the 'wrapup time' parameter what it is used for, how is it important, etc. ?

[Ray]

My understanding of the way that you have configured wraptime on the switch means that it is only applied if a call is delivered through the queue. If a call is delivered direct to an agent, this setting is not used.

So, to ensure that the same value is applied to direct outed calls, you should use this setting.

I don't think it's well documented only a paragraph in the CME document.....

[macca]

Hiya,

The wrap-up time is not used by Avaya, only certain Nortel PABXs (DMS I think).

Are calls that are delivered via RP using skills or some other form of Direct Agent routing?

If so setting 'route-thru-queue' = 'true' might solve your issue. This allows non-acd calls to be treated as ACD calls.

Unfortunately there are a few complications :

if you are skill-based routing and you have a number of group extensions / hunt groups assigned router will route through a random one. Therefore if they have differing TACW settings they may not be consistent and correct with the call type. But it sounds as if you want to have a standard 10 seconds assigned.


I think there are some other issues here though as the verification_time does not seem to be kicking in. I would audit your setup and confirm that all hunt groups / vdns are set up in CME. It sounds as if you are not seeing all agent states.

[calvin]

Agent Workmode should be Auto-In when Agent Login or set him/herself ready.