Which Component is responsible for ACW mode - T-Server or Softphone

[kip1]

Hi all, I am newbie and I am experiencing difficulties to understand which component is responsible for controlling ACW mode - T-Server (7.2.010 - for Avaya) or Softphone (Not GAD, but external supplier application).  Softphone is providing 3 statuses:
[b]1. Free for call[/b]
[b]2. ACW[/b]
[b]3. Break[/b]
I saw in Genesys documentation that the T-Server Section (in CME) is having a specific predefined settings for controlling ACW mode. But than in real world the agents are in ACW mode unlimited time, until they set their status to [b]free for next call[/b] from the Softphone. The issue is very important for me, because we are in process of upgrading our CRM system, which will come with its own Softphone. In documentation which I have read, I saw that [b]"T-Server sets the agent back to the ready state after a predefined period of time after ACW work mode."[/b]
So which application is the [b]controller[/b]. Any of your opinions will be very helpful for me. Please do not hesitate to say whatever you think. Thank you in advance.

[tony]

A useful thread:

http://www.sggu.com/smf/index.php/topic,2011.0.html

Basically, this is a switch/PBX setting, [i]unless [/i] your switch allows for the TServer to control this functionality - in which case, automated ACW can be achieved through settings on the TServer Object in CME.

You could apply similar functionality in a softphone itself but it would need to be scripted so that, every time a call has ended an [i]Event Request [/i] is sent to the Switch, via the TServer, to have the Agent placed in ACW - and then again to release this state, after a given period of time.  Personally, I [b]would not[/b] leave it up to the Desktop software to control this type of functionality, since the agent might go into ACW and then close the Application - or the PC crashes or something similar and you find yourself unable to come out of ACW unless you Login and Logout again... messy!

Tony

[kip1]

From what i have read, i understood that the Desktop is sending requests to Switch through T-Server for changing agents state. So basically this is a Switch job. But no matter what i have understood , i will provide to you more info, just to be sure, that i will not make a mess

[b][i]route-thru-queue[/i] is [i]"false"[/i][/b]

[b][i]query-agent-work-mode[/i] is [i]"on-release"[/i][/b]

[b][i]acd-register-mode[/i] is [i]"non-eas"[/i][/b]

I hope this is helpful, but if not and some of you need more details, just say.

Thanks again Tony.

[tony]

Firstly, if you are re-developing the Solution and it is currently using timed Events to control automated ACW from items scripted on your Softphone, I would advise against it.

Don't forget that both the Switch/ACD and the Softphone can change the state of the Agent to ACW.  TServer is simply translating the Event information being passed between your Softphone and the Switch.  If the Switch determines (through pure telephony) that the handset is in ACW, it will send an [i]Event [/i] to the TServer - the Softphone is logged in the TServer to take all [i]Events [/i] for that particular Directory Number, so the [i]Event [/i] message is recieved and the State of the handset will be updated on the Softphone.  Similarly, if the functionality on the Softphone allows the ACW state to be invoked, it will send a [i]Request [/i] to the Switch, via the TServer, to change the State to ACW - the Switch will confirm the change by an [i]Event[/i], via the TServer and the Softphone will receive that [i]Event [/i] and show the Agent in ACW.  I'm sure I had a silly little stick diagram with all of this detail on it once - but I've probably "filed" it...

The settings you have posted relate to one of the GPlus Adaptors - they imply;

route-thru-queue is "false" = do not use Queues to route calls to Agents.
query-agent-work-mode is "on-release" = turret (physical device) is allowed to change states.
acd-register-mode is "non-eas" = softphone is allowed to refelct change states made on the turret (physical device)

[i](None of these indicate which is meant to be the controller for auto-ACW)[/i]

I hope some of this helps?

Tony

[kip1]

Well, I have prepared a cardboard box with Vodka for you. If you prefer something else, just say. 10X men, really. Best wishes. 

[tony]

Found this, which might help....

Tony

[bcyk]

I wished I could have so many advices when I was facing this problem years ago!


Below summary items are for Avaya switch only

Agent mode:
1. Ready (Auto-In)
  - it affects agent mode at the end of last ACD call conversation
  - switch Timed ACW can be configured in switch
    - cusotmer feature: enable Timed ACW to "yes" (check with your Avaya support!)
    - at VDN level, "Timed ACW" to positive number, maximum 999

  - case 1: Timed ACW is not enabled
    - Ready (auto-in)
    - ACD call arrives and is answered by agent
    - end of ACD call
    - agent mode is set to Ready by switch; thus, ready for next ACD call

  - case 2: Timed ACW is enabled (say, 8 seconds)
    - Ready (auto-in)
    - ACD call arrives and is answerd by agent
    - end of ACD call
    - agent mode is set to ACW by switch for 8 seconds
      - if agent manual changes agent mode
          (a) the timer will be cancelled
          (b) the manual changed agent mode stays
      - if ACW timer expires, agent mode is changed to Ready

  NB: Timed ACW works for ACD call only.
      For DID call, internal and outbound call types, timed ACW function does not work.
      Agent mode, at switch level, stays at previous agent mode.

2. Ready (Manual-In)
  - it affects agent mode at the end of last ACD call conversation
    - Ready (manual-in)
    - ACD call arrives and is answerd by agent
    - end of ACD call
    - agent mode is set to AUX by switch

  NB: The behaviour is applicable to inbound ACD call type
      Agent mode, at switch level, stays at previous agent mode.


3. ACW (After Call Work) - not ready to recevie ACD call / last call related

4. AUX - not ready to receive ACD call / non-call related
    - reason code can be implemented via soft-phone or via switch feature if available
    - the key is to collect statistics in orde to compute agent availability and agent performance reports!




To configure Genesys T-server for Avaya

T-server parameters:

route-thru-queue is "true"
- required if Genesys URS is used
- direct agent option in switch should be enabled)

query-agent-work-mode is "on-release"
(or periodical 'polling')

acd-register-mode is "non-eas"
- check with your Avaya support
- Avaya now supplies Expert Agent Selection (EAS) by default
  (e.g., in non-eas environment, soft-phone agent log-in requires ACD queue DN)


ACW option in agent object, Genesys CME works for limited switches only.
It was "heard" that it worked for Nortel DMS-100.

[René]

[quote]route-thru-queue is "true"
  - required if Genesys URS is used
  - direct agent option in switch should be enabled)
[/quote]

By enabling that parameter the calls routed by Genesys are treated as ACD calls. It allows you using Avaya CMS for reporting and some switch features that are related to ACD calls. But URS works even with that option set to false so it isn't required by URS.

René

[victor]

This is one of these posts that should be probably on the wall of every SE who is running Genesys on Avaya. Thank you!

[quote author=bcyk link=topic=2889.msg11638#msg11638 date=1207465793]
I wished I could have so many advices when I was facing this problem years ago!


Below summary items are for Avaya switch only

Agent mode:
1. Ready (Auto-In)
  - it affects agent mode at the end of last ACD call conversation
  - switch Timed ACW can be configured in switch
    - cusotmer feature: enable Timed ACW to "yes" (check with your Avaya support!)
    - at VDN level, "Timed ACW" to positive number, maximum 999

  - case 1: Timed ACW is not enabled
    - Ready (auto-in)
    - ACD call arrives and is answered by agent
    - end of ACD call
    - agent mode is set to Ready by switch; thus, ready for next ACD call

  - case 2: Timed ACW is enabled (say, 8 seconds)
    - Ready (auto-in)
    - ACD call arrives and is answerd by agent
    - end of ACD call
    - agent mode is set to ACW by switch for 8 seconds
      - if agent manual changes agent mode
          (a) the timer will be cancelled
          (b) the manual changed agent mode stays
      - if ACW timer expires, agent mode is changed to Ready

  NB: Timed ACW works for ACD call only.
      For DID call, internal and outbound call types, timed ACW function does not work.
      Agent mode, at switch level, stays at previous agent mode.

2. Ready (Manual-In)
  - it affects agent mode at the end of last ACD call conversation
    - Ready (manual-in)
    - ACD call arrives and is answerd by agent
    - end of ACD call
    - agent mode is set to AUX by switch

  NB: The behaviour is applicable to inbound ACD call type
      Agent mode, at switch level, stays at previous agent mode.


3. ACW (After Call Work) - not ready to recevie ACD call / last call related

4. AUX - not ready to receive ACD call / non-call related
    - reason code can be implemented via soft-phone or via switch feature if available
    - the key is to collect statistics in orde to compute agent availability and agent performance reports!




To configure Genesys T-server for Avaya

T-server parameters:

route-thru-queue is "true"
- required if Genesys URS is used
- direct agent option in switch should be enabled)

query-agent-work-mode is "on-release"
(or periodical 'polling')

acd-register-mode is "non-eas"
- check with your Avaya support
- Avaya now supplies Expert Agent Selection (EAS) by default
  (e.g., in non-eas environment, soft-phone agent log-in requires ACD queue DN)


ACW option in agent object, Genesys CME works for limited switches only.
It was "heard" that it worked for Nortel DMS-100.


[/quote]