Let me guess:
when an agent is on a call and presses the "Not Ready" button on hardphone, all active calls are released and agent becomes NotReady.
There are several ways to do it:
set up your softphone to issue NotReady with an option of not dropping up a call, preprogram softphone to prevent agent from pressing not ready button while on call, and of course, there are TServer options that would take care of it.
1. Changing Not Ready option in softphone
With CTI you can do this: you can send a "Not Ready" CTI request to link and specify whether you want to keep or relase the calls.
To do this, would mean:
modifying nocalldisconnect and setting it to 3 and then adding AgentNoCallDisconnect to TAgentSetNotReady would take care of yoru problem.
Possible values are:
0 All current calls are disconnected.
1 Current ACD calls are disconnected.
2 Current IDN calls are disconnected.
3 Neither ACD nor IDN calls are disconnected. < you want this one.
nocalldisconnect option tells tserver how to pass a not ready request to the switch. If set to 0 and a tserver client sends a RequestAgentNotReady, any calls on the acd position or the extension will be disconnected. If set to 1, only acd position calls are disconnected; if set to 2 only calls on the extension are disconnected; if set to 3, no calls are disconnected.
Note: Even if you can do that, when you become NotReady using a CTI request and you have choosen to keep the call, you are actually not purely NotReady, your are still on a call, hence you are NotReady/ACW. The agent cannot be purely NotReady and on a call at the same time.
2. Modifying Softphone
This is actually the best solution, given that agents do not press Not Ready on their hardphone. Why would your NotReady button be enabled during the conversation anyway? It does not make sense.
