Softphone/Genesys/Symposium issues

[AJM]

Is anyone running into sporadic problems related to their softphone (homegrown) and Genesys/Symposium link environment. We find issues with agents leaving their desk in Not Ready through Softphone and internal calls transferred to their extension and bumping them from Not Ready to Ready without the agent changing it themself. We also see weird things in CC Pulse, where an agent can be logged into softphone, but in CC Pulse shows a different workmode status.

Anyone help me on this??

[Stephanie]

Usually, Nortel phones are configured so that when an operator hangs up her phone, she automatically goes into a ready mode. Therefore, when you get a call which is later abandoned, unless you specifically set your PBX not to do it, your phones will go back to Ready mode.

Our workaround uses TServer's nocalldisconnect feature with automatically issuing a Not Ready request from our softphone on EventRinging message from TServer, which specifically places agent into a NotReady state. This helps us avoid problems like the ones you've mentioned in your email.

Are you setting your nocall disconnect to 3?