Yes, the preferred method is to have switch in not-ready after end of call.
ACW option in Genesys CME does not work for many switch type.
Search this web site for previous discussions.
There are other methods, depending on switch type, the ACD device and Genesys component.
1. If Genesys URS is used, the option verification_time can be enlarged to allow soft-phone to set to ACW mode.
2. In OCS server (version 7.2 and higher), DN object can be configured outbound_release_action=hard_not_ready
In all outbound agent DN object --> Annex tab --> OCServer --> outbound_release_action=hard_not_ready
check OCS deployment guide for details
At the end of outbound call, OCS server will send a not ready request to T-server.
3. Avaya swtich and Genesys URS is not configured for OCS
- in Campaign object, the "destination DN" should be set to ACD queue that is VDN in Avaya switch
3.1 When setting to Ready, make it "ManualIn"
- the "ManualIn" should be set in Ready mode
3.2 timed ACW (for Reay-AutoIn)
- in VDN property in Avaya, set Timed ACW to some larger value (e.g., 10 second)
- a vector is then associated to the VDN
- vector commands should include max wait time; if expired, route to another VDN (overflow DN) to disconnect the call
- the overflow DN vector should disconnect the call
4. Nortel switch and Genesys URS is not configured for OCS
- Nortel switch has maximum 2 seconds timed NotReady at switch-level (configurable larger value in Symposium)
- at the end of ACD call, there is maximum 2 seconds NotReady duration; then Ready automatically
- work-around in Genesys framework
- T-server option: call-no-disconnect (search this topic in this web site or Genesys manual for detail)
- it allows changing agent mode in call conversation
- In soft-phone, send agent NotReady after receving EventEstablished
- after end of call, T-server will send NotReady request to Nortel switch immediately
- Note: Genesys components WILL cater these 2 extra NotReady and reports are ok
hope these info help
