" /> Omni+Genesys: ACW on Released during Hold - Genesys CTI User Forum
« previous next »
Pages: [1]   Go Down

Author Topic: Omni+Genesys: ACW on Released during Hold  (Read 5436 times)

Offline victor

  • Administrator
  • Hero Member
  • *****
  • Posts: 1419
  • Karma: 18
Omni+Genesys: ACW on Released during Hold
« on: October 21, 2009, 01:57:51 PM »
Advertisement
Hi,

here is a question that I never had to deal with when with Avaya or Nortel:

usually, agent enters ACW state upon completion of the call, yet, if caller hangs up while on hold, it seems like agent does NOT go into ACW state. Does anyone know why?

I looked through release notes, and could not find anything.

Omni Version 8. Genesys T-Server: 7.2.xxx

Best regards,
Vic
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Omni+Genesys: ACW on Released during Hold
« Reply #1 on: October 21, 2009, 02:33:47 PM »
By Omni you mean OmniPCX Alcatel OXE?
If so, under the RSI configuration of OXE check the value of After Call Time...check my video on Youtube!
http://www.youtube.com/watch?v=JyuAeMonzFA
Logged

Offline victor

  • Administrator
  • Hero Member
  • *****
  • Posts: 1419
  • Karma: 18
Re: Omni+Genesys: ACW on Released during Hold
« Reply #2 on: October 28, 2009, 03:52:46 AM »
Cav,

thank you for your reply. I am a bit confused as to how would having a call released during Hold case agent not go into ACW and value of ACW. Agent should go into ACW after call is released, right? Agent does go into ACW after call is released during the conversation, but if call is abandoned while on hold, the agent that placed the call on hold does not go into ACW.

Omni PCX Alcatel OXE version 8.

Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Omni+Genesys: ACW on Released during Hold
« Reply #3 on: October 28, 2009, 06:31:21 PM »
Hum strange behaviour...let me try at my lab this afternoon and will let you know :)
Logged

Offline borkokrz

  • Full Member
  • ***
  • Posts: 154
  • Karma: 6
Re: Omni+Genesys: ACW on Released during Hold
« Reply #4 on: October 29, 2009, 01:08:26 PM »
According to Supported Media Interfaces for OXE Rel 8 you shoud have TServer 7.5.001.04+. Maybe this is the issue ??

Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Omni+Genesys: ACW on Released during Hold
« Reply #5 on: October 29, 2009, 04:47:25 PM »
I told him on his other post to upgrade...hum...
Logged

Offline victor

  • Administrator
  • Hero Member
  • *****
  • Posts: 1419
  • Karma: 18
Re: Omni+Genesys: ACW on Released during Hold
« Reply #6 on: October 30, 2009, 08:53:59 AM »
Hi,

I am really sorry, I was wrong about OXE. It is 7.1 :(
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Omni+Genesys: ACW on Released during Hold
« Reply #7 on: October 30, 2009, 03:15:36 PM »
Ouch, doesn't have lab of that one...kinda oldy. Will still try in R9 and let you know
Logged

Offline borkokrz

  • Full Member
  • ***
  • Posts: 154
  • Karma: 6
Re: Omni+Genesys: ACW on Released during Hold
« Reply #8 on: November 03, 2009, 08:38:02 AM »
7.1 is old ... I've checked with OXE 8.0.1 and 9.0. With default settings for RSI and PG wrap-up is always activated even from hold state. Victor - could you please post some logs from TServer ?
You can also do following test - switch off TServer during inbound call. You will be able to test if this is pbx or Tserver behavior.
Logged
Pages: [1]   Go Up
« previous next »