Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Eva on January 01, 1970, 12:00:00 AM

Title: After Call Work
Post by: Eva on January 01, 1970, 12:00:00 AM

Hello @ll,

we need to report the after call work time.
We have Genesys 6.5, a Nortel Meridian with Symposium 4.2 as Link.
Does anybody have a solution how to report this value?
Because it is not a standard feature like a Alcatel switch provice.

Thanks
Eva

Title: After Call Work
Post by: joe on January 01, 1970, 12:00:00 AM

Is not the TotalAfterCallWorkStatusTime statistic doing this ?

Title: After Call Work
Post by: Gandalf on January 01, 1970, 12:00:00 AM

In order to achieve ACW with Meridian 1 switch the following component versions are required.

SWITCH:
The Meridian 1 switch doesn't offer any kind of ACW or WrapUp, but release 22 of the Meridian 1 switch introduced 'nocalldisconnect' feature.

The 'nocalldisconnect' feature allow the Meridian 1 switch to place an agent in a not ready state after the release of a call.
By design, the agent would always go to a ready state after every call. To use this functionality, there must be a 'RequestAgentNotReady' send
to the Meridian 1 switch while the agent is active on a call.
The Meridian 1 switch will send the 'Not Ready Response' back immediately, but the 'EventAgentNotReady' will not be sent until the
active call is released.

TSERVER:
The 'nocalldisconnect' option was introduced in version 5.1.580 of TServer for Meridian 1 switch.
This option specifies the way the Meridian 1 switch will handle calls if the workmode parameter is set to AgentNoCallDisconnect in the TAgentSetNotReady feature request.

STAT SERVER:
Starting with version 6.5.101.06 the Stat Server supports the ACW implementation made in TServer for Meridian 1 switch.
A new configuration option, 'EmulateACWForMLink, was implemented in Stat Server to support this new functionality.

Title: After Call Work
Post by: Eva on January 01, 1970, 12:00:00 AM

Thanks for this information.

We manage to enable the ACW status and can report the general ACW time. However, when we try to use a filter to report ACW time with a reason code we don´t get any value neither in CCPulse nor in DMA.


STATSERVER Log
Server: [07/29/03 10:05:59] Switch 'Switch', 'EventAgentNotReady'
ThisDN '643005'
Agent LoginID '1002'
This Queue '5051'
CustomerID 'Resources'
WorkMode 'AgentAfterCallWork'
Reasons
'phone' 'shtest'

Title: After Call Work
Post by: Gandalf on January 01, 1970, 12:00:00 AM

This functionality is planned for Genesys 7.x, but no commitments have been made as of yet.

SWITCH:
The Symposium ReasonCodes require Symposium v4.2 and Meridian Switch v25.40.