Configuring Wrap-up-time in CME for Avaya S8700

[GenesysNewbie]

Hi All,

I Need some help in configuring wrap-up-time in CME for Avaya PBX.We are having issues while using the wrap-up time option in the CME.We have set up a wrap up time of 20 seconds for the agent id in CME but still ACW time for the agent is not getting limited to this limit.And I can't see any explicit event sent by the TServer or the Switch after the end of 20 secs to make agent ready.

We even tried the timed ACW option in the hunt group settings in the PBX but even this wasn't helpful.Iam also not sure if the wrap-up-time option in CME is supported in Avaya pbx or not.Is there any other option we can try out for the TACW functionality.

Currently we have custom button configured in the CRM where agent can manually make himself ready.But now the customer wants to limit the ACW to control the over all AHT.Also the Agent dekstop sends the request not ready to the Tserver after the call released event.

Any help in this regard would be really gr8....

[bcyk]

Agent profile 'wrap-up' time option in Genesys CME works only in some switches; Nortel DMS-100 is one of few supported switches.
Avaya definity or CM does NOT work with option configured in CME.

Timed-ACW can be configuerd in Avaya switch and Genesys receives relevant events.
*** Avaya Timed-ACW works for inbound call type and 'Auto-in' mode only.
Please refer to previsou post http://www.sggu.com/smf/index.php/topic,2889.msg11638.html#msg11638 for details.


To enable Avaya TACW, there are several options that must be set in Avaya
  - "Timed ACW" in cusommer-feature; set it to 'yes' as global parameter
  - "Timed ACW" in VDN attributes; unit is in second and it is set per VDN basis
  - Ready mode must be Auto-In (controlled by soft-phone or hard-phone)

Get help from Avaya Engineer or support if you don't have access right to Avaya console.

Please kindly refer to the above link for more Geneyss T-server options settings if Genesys URS is being used.


Partial Inbound call flow event messages

Action ----> event message
====================
Ringing ---> EventRinging
Answered ---> EventEstablished (auto-answer or manual answer)
Hang up ---> EventReleased (usually by caller!)
ACW ---> EventAgentNotReady (mode = ACW; initiated by switch and distributed by Genesys T-server)

.... (say, 12 sec Timed ACW configured in VDN) .....
    (if agent changes mode manually, the timer is cancalled)

Ready ---> EventAgentReady   (initiated by switch and distributed by Genesys T-server)


regards

[BenTaylor]

[quote author=bcyk link=topic=3114.msg12697#msg12697 date=1215232483]

To enable Avaya TACW, there are several options that must be set in Avaya
   - "Timed ACW" in cusommer-feature; set it to 'yes' as global parameter
   - "Timed ACW" in VDN attributes; unit is in second and it is set per VDN basis
   - Ready mode must be Auto-In (controlled by soft-phone or hard-phone)

[/quote]

You can find these options using the following queries in ASA:

Timed ACW:
display system-parameters customer-options
Page 6


VDN Timed ACW Interval:
display vdn *****
Page 2

[Macca]

Another way to do it, so Genesys controls it, is to add a TACW setting to ACD Queue's set up in CME.

In CME you should have ACD Queues set up for each of the Avaya Hunt Groups. In the Annex tab create a 'tserver' section. Then populate this with the KVP 'tacw' '20'.
tserver
tacw

[Macca]

Sorry, accidentally posted..

tserver
tacw      Any Positive Intger

To get Skill Based TACW for Genesys Reporting in a call centre where agents made all state changes using a hardphone we also had to set up the following :

query-agent-work-mode = on-timer
route-thru-queue = true