Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stevealix on August 03, 2017, 02:39:48 PM
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In our current Workspace Applications we have a small problem.
I'll outline the issue, and what we want the final result to be.
Here is the scenario. An agent receives an internal consult from another agent. Then the consult is released, there is no transfer or conference created. When this consult is released the receiving agent is placed in ACW state and they have no interaction to disposition. So they have to remember to manually go ready again. In our current environment when an agent dispostions/ends the call in the workspace we have the agent state go automatically.
We have many departments that receive consults all day, but never take an actual inbound call.
I'd like to set my Workspace for these agents to always be ready, never go ACW after a consult is released. Does anyone know how to set a Workspace Application to stay ready after consult is released? Is it something I can modify in the Application itself, or do I need to have the routing script it? Either way, I would be grateful to find out the details of making an agent remain ready after consult is released.
Thanks
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i think if you do the consult to the agents position rather than the agent or the agents extension then it doesn't apply ACW
i'm sure that's how we got round this issue before
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Check for Business Call Handling at SIP SERVER guide or any TServer guide
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