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Offline fourteen

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Timed ACW for outbound campaign calls
« on: January 20, 2016, 02:23:28 AM »
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If we set WrapUpTime parameter > 0 (say, 30 s) in Agent's properties we will achieve timed ACW for inbound calls - after inbound call is finished, agent's state automatically turns to ACW, stays there for 30 seconds and then automatically turns to Ready again.
For outbound campaign calls we set outbound_release_action parameter to hard_acw, so after outbound campaign call is finished, agent's state automatically turns to ACW. But it stays there until agent changes his status manually. Is there any way to make ACW status time-limited in this situation?
I've read all OCS & T-server options, but couldn't find anything appropriate.

Offline Kubig

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Re: Timed ACW for outbound campaign calls
« Reply #1 on: January 20, 2016, 08:02:43 AM »
Did you check if the outbound calls are configured as business calls (on T-Server application level)?

Offline fourteen

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Re: Timed ACW for outbound campaign calls
« Reply #2 on: January 21, 2016, 02:27:03 AM »
Thank you for reply. There is no description for such option (outbound-bsns-calls) in documentation for my TServer (which is Cisco Unified Communications Manager).
Though it is allowed to add such option to TServer, I've added it, set it to "true", but it didn't gave desired effect.