Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Rajaja58 on May 06, 2021, 07:06:25 AM

Title: ACW_Outbound don't work in Preview mode
Post by: Rajaja58 on May 06, 2021, 07:06:25 AM

Can you help me? please

I have the statistics T_ACW_OUTBOUND  always at 0 in the Campaigns in mode Preview. In the rest of the campaigns it works well.

Can someone help me know why this happens?
Thank you so much

Title: Re: ACW_Outbound don't work in Preview mode
Post by: cavagnaro on May 06, 2021, 02:43:18 PM

Just verify if your Agents have ACW as Preview behave as manual outbound calls.

Title: Re: ACW_Outbound don't work in Preview mode
Post by: Rajaja58 on May 10, 2021, 02:24:43 PM

ACW_outbound is activated automatically  after releasing the calls in all campaigns,  but only fails in Preview.

Is there any other statistic that I can use to collect the ACW Outbound data?

Is it better to create a new statistic only for ACW outbound?

Thanks

Title: Re: ACW_Outbound don't work in Preview mode
Post by: cavagnaro on May 10, 2021, 05:40:11 PM

Yes because as campaigns they are treated as Business Calls.
Manual calls are different...you need to test that.
Check ACW configurations

Title: Re: ACW_Outbound don't work in Preview mode
Post by: GregorV on May 12, 2021, 11:01:22 AM

You can probably work with options outbound_answer_action or outbound_release_action set to hard_acw. This can be used on campaign level and will request OCS to send a request to TServer (requires OCS > 7.6.101.26)

Title: Re: ACW_Outbound don't work in Preview mode
Post by: Rajaja58 on May 24, 2021, 01:06:13 PM

The problem is that the WDE goes directly to "WaitForNextCall" when I release the call in Preview Campaign. However in Campaigns Predictive and Progressive the WDE goes from “CallOutbound” to “AfterCallWork”.
What problem can there be so that in Preview it does not go through “AfterCallWork”?

Title: Re: ACW_Outbound don't work in Preview mode
Post by: catanirex on May 24, 2021, 01:38:43 PM

If you are using SIP-Server, check if outbound-bsns-calls=true under TServer section

Title: Re: ACW_Outbound don't work in Preview mode
Post by: Rajaja58 on May 31, 2021, 06:58:42 AM

I don't have a SIP-Server Only TServer 8.1.500.14

Title: Re: ACW_Outbound don't work in Preview mode
Post by: catanirex on May 31, 2021, 11:31:43 AM

The option applies to TServers as wel

outbound-bsns-calls

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Related Feature: Business-Call Handling

Specifies whether T-Server should consider all established outbound calls on a emulated agent as business calls after being established.