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Eugene Khoo

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Statserver / CCP differentiating ACW vs. AUX
« on: January 01, 1970, 12:00:00 AM »
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Hi,

Is this possible? I notice Siebel (frontend) is changing agentworkmode differently depending on AUX or ACW. However, CCP just has agent not ready state.

eugene
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cumi

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Statserver / CCP differentiating ACW vs. AUX
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • The ACW and NotReady status depends from Switch. If the switch doesn't set agents' mode, then the softphone does/can. So, the differenc is in WorkMode parameter. If it is AfterCallWork, you will see the agent in ACW mode in reprots. Otherwise (ManualIn, AutoIn, AUX_WORK...) agent will be in NotReadyForNextCall status.
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