A Genesys SR content is copied at the of this reply for reference (saved copy during previous site implementation!); although it is for Nortel M1 + S-link, same behaviours look very similar. Hope it helps!
It was tested and confirmed that EventAgentNotReady message during conversation have no impact on Genesys CCPulse+ and CCA reports; Genesys suites take this case into consideration.
--------------------------------------------------------------
It seems that the EventAgentNotReady generated by T-serber (step 7) after EventReleased is caused by TSetAgentNotReady after EventEstablished (step 3).
Try to disable sending AgentNotReady command in the soft-phone application and observe the behaviour.
**** It is IMPORTANT to note that soft-phone application, when not sending AgentNotReady after EventEstablished, may NOT be faster enough to set Not-Ready (ACW) and next queued call may arrive at the same station!
*** If URS is in use, set verification_time to 1 or 2 seconds (or whatsoever timing is the best in the production site)
*** If URS is not in use, "postcallstatus" or equivalence in switch should be configured
regards
bcyk
----------------------------------------------------------------------------
Solution #: 128755
Summary: Wrap up time set up
Problem Description: Wants to know how to set up a group with wrap up time of 15 sec, wondering if the wrap up time in the Person->Agent Info tab ->Login ID's will work, Karun has tried placing 15 seconds in the wrap up time but it didn't work. They have a general wrap up time of 5 seconds for the call center(which is set up on the urs with the option verification-time), so they want to be able to set up the wrap up time on an individual agent basis or a group basis. Which ever one is possible.
Solution: The following discusses the use of ACW on with the Symposium TServer. Unfortunately using Timed After Call Work (which is what you would need in order to "set up a group with wrap up time of 15 sec") is not possible with Meridian switch/Symposium Link combination. However, emulated regular ACW is possible. In this case the agent would be responsible for physically (via hardset or softphone) making themselves "Ready" again to take calls. The following explained how ACW works with the Symposium TServer:
*******
Agent state model specs cover following scenario:
1. Agent receives a call. (EventRinging)
2. Agent answers the call (EventEstablished)
3. While talking to the customer
the agent issues a RequestAgentNotReady with AttributeAgentWorkMode = 3
(i.e. AfterCallWork) to T-Server.
T-Server sends a "Not Ready" request to the switch with "No Call Disconnect"
set to 3 (ensure no-call-disconnect set to 3 in TServer options)
4. The switch generates a "Not Ready Response" back to T-Server
5. T-Server generates an EventAgentNotReady with the AttributeAgentWorkMode = 3.
6. The call is terminated (EventReleased)
7. The switch generates an "Agent Not Ready Notification", and T-Server distributes an EventAgentNotReady with no AttributeAgentWorkMode.
********
This is how ACW currently works when using the Symposium TServer. To implement this only with certain groups you can have only those people you want to use ACW send the AgentWorkmode value of 3 in the RequestAgentNotReady in step 3. Those who you do not want to use ACW could send another AgentWorkMode value like '0' in their RequestAgentNotReady in step 3 or not send the RequestAgentNotReady during the call at all.
************
A Timed ACW could be coded somehow into the UAD. You could do a check when receive EventReleased to CfgServer/Database to the Annex tab option or another field to determine the timing (some agents would have this and others would not) and then send out a RequestAgentNotReady followed by a RequestAgentReady at the end of the 15 seconds. All this could be done automatically.
Please discuss this scenario with Genesys Professional Services.
