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

Title: Agent receives inbound call while in AfterCallWork
Post by: Josee on January 01, 1970, 12:00:00 AM

All applications in G6.5 except StatServer in G7.0.
The EmulateACWForMLink = yes. But even if the softphone send the request to be not ready, with NoCallDisconnect = 3, the agent status is WaitForNextCall.
So they can receive call when the softphone is not ready and the client is bouncing somewhere else.
We have a Meridian 1, v. 25.40.

Title: Agent receives inbound call while in AfterCallWork
Post by: Dave on January 01, 1970, 12:00:00 AM

I know this has already been resolved, but for the sake of anyone else who wonders on this one, the problem has to do with having a DN on a Meridian phone set that's not AST enabled. When going not ready while on a call on a nonAST DN, it's going to try to set not ready on an extension that it won't support.

Avoiding the emulateacwformlink option is one way around this (version 7 TServer eliminates the need for this option anyway). Going not eady before using a nonAST DN is another option. Not having nonAST DNs on a phone is yet another option.

Title: Agent receives inbound call while in AfterCallWork
Post by: Vic on January 01, 1970, 12:00:00 AM

emulateacwformlink is the culprit if you don't have AST. Get rid of that.

How are you queuing up the calls? URS?

Also, how do you have your "PLACE" defined for that agent? Two DNs or one?

Title: Agent receives inbound call while in AfterCallWork
Post by: Josee on January 01, 1970, 12:00:00 AM

Hi Vic, I need to keep, as much as I can the emulateacwformlink because they want to know if the agents are in a notready status after call work.

How are you queuing up the calls? URS? We use URS.

Also, how do you have your "PLACE" defined for that agent? Two DNs or one? Two DN.

And I know that TServer v.7 will revolve my problem. But, I thought I can find a solution before. Maybe force the WorkMode when the agent is doing a manual NotReady by the softphone.

Thanks