activex desktop toolkit 5.1.028 genesys 5.15

[Vito D'Ambrosio]

We have developed a PhoneBar application using Genesys ActiveX 5.1.028
interfacing Lucent Definity G3 switch.
During the application execution, happen this:
"After that the agent is logged on the phone, the first call arrives and
other calls are in queue.
If the agent put on held this call and the customer close that,
with an open contact, the phone bar rightly put the agent in ACW
(After Call Work) state and the phone bar come back in the ready state
only if the contact will be closed.
From the second call, if the agent has the same behaviour, the
phone bar's behaviour is not the same."
Where do you think is the problem?
1) An ActiveX Bug.
2) A compatibility problem with the switch.
3) A timeout problem.
4) A configuration problem of the switch.
5) Nothing of this!
Naturally, we would like ideas or solutions!!!!
Have a good day.
Vito D'Ambrosio

[Mark Newcomb]

We had a similar problem a while ago. There were two causes of our problem. Firstly not all of our queues had "Allow VDN Override" set to Y on the switch along with allowing a 1s Wrapup ime in both CME and the switch.

There is another problem that if the call received is not an ACD call then this can prevent the request to enter ACW to bounce if a call is queueing.

Mark

[Vic]

Check your wrapup time and VDN override. That is probably what is killing you