Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stevealix on September 22, 2017, 03:46:16 PM

Title: after transfer agent is acw want to stay ready
Post by: stevealix on September 22, 2017, 03:46:16 PM

When some of agents transfer a call they are placed in ACW. Their desired state after transfer would be Ready.
I can't seem to locate a parameter in SIP or Workspace that controls this setting.

After Call State should be Ready.
Any assistance or guidance would be appreciated.

Thanks
Steve

Title: Re: after transfer agent is acw want to stay ready
Post by: cavagnaro on September 22, 2017, 05:57:54 PM

Check the agent group, agent or strategy that may define the ACW time.
Check sip server guide for details on configuration.
Agent would be for example Wrapup Time on the agent info

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