Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Richard on January 01, 1970, 12:00:00 AM
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Does anyone know if Nortel supports a wrapup mode status in their new software releases? My understanding that MSB and Ready are only the states supported. Has anyone ever tested the Walkaway feature and can that be used to determine a different state of the set?
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Hi, actually, I am also looking at the same thing. From the research I've done, it seems that Nortel Meridian Rel 24 has that feature called Activity Code on NOT READY. The activity code would be used to indicate why the agent pressed the NOT READY button. I think Genesys could make use of that using their activeX control; however, these are the questions on my mind, which I hope somebody could answer:
1. Is it possible to change activity code while the agent is in NOT READY mode with a previous activity code? Somebody with Meridian experience could answer that
2. Secondly, Genesys support AfterCallWorks mode which allows the agent to automatically switch to ACW mode after callhung up. Question is : whether Nortel Meridian does have such a feature???
thanks
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We have come down to using a CRM solution to monitor and time Wrapuptime. Once a call is answered at the desktop a timer starts to time the duration of the call, then when the caller hangsup or the agent releases this call they are automatically put into a wrapup mode state where the agent selects a activity code for this call. At the time of wrapup another timer is invoked to capture the wrapup time then both time durations are logged with the Connid of the call so that we can consolidate the data with Genesys reporting data.