Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on October 11, 2006, 04:32:07 AM

Title: What kind of idiot would develop this
Post by: victor on October 11, 2006, 04:32:07 AM

Hi, guys,

we are using a softphone developed by Japanese company Nextcom, and to be frank I am confused.

Here is why:

whenever agent logs in, they have to go through ACW before they become not ready.

We are talking about:

Logout->Login/NotReady (Only Busy button is enabled, so you cannot even click on Ready button)
Clicking on Busy button, switches agent to Login/NotReady/ACW status.

Yes, I know this sounds ridiculous, but it is true.

Has anyone ever heard of a softphone like this? I am thinking about filing it as a bug, but they claim it is just the way it is supposed to operate.
Can someone tell me if anyone has heard of a call center that would wants agents in ACW after they are logged in?

Is anyone esle using their softphone and knows how to fix it?

Title: Re: What kind of idiot would develop this
Post by: cavagnaro on October 11, 2006, 04:47:56 PM

Uhhh? ACW after ready??? A NR is comprensible, but ACW??? If there was no job yet.

We can configure to make this order: Login, NR, Ready, Inbound/Outbound, ACW, NR, Ready.

Is there a chance they are missintepreting meanings of names?

Title: Re: What kind of idiot would develop this
Post by: tony on October 12, 2006, 02:14:35 PM

I could imagine that an Agent might want to log in and go directly to ACW for a short period of time, whilst they "get comfortable".  But to go straight to ACW without the option to go Ready afterwards is a bit perculiar, to say the least...

...Maybe it's one of those "undocumented features" I hear about.

Tony

Title: Re: What kind of idiot would develop this
Post by: cavagnaro on October 12, 2006, 10:56:28 PM

ACW? A not ready is more proper. After Call Work after no work? Don't think so

Title: Re: What kind of idiot would develop this
Post by: victor on October 13, 2006, 05:13:18 AM

[quote author=cavagnaro link=topic=1864.msg6121#msg6121 date=1160693788]
ACW? A not ready is more proper. After Call Work after no work? Don't think so
[/quote]

They claim that this is their phone is supposed to work. As far as I am concerned this is nothing short of negligence.

Does anyone have a softphone source code who is willing to sell it for something very cheap? I am tired of dealing with this.

Thanks,
Vic

Title: Re: What kind of idiot would develop this
Post by: victor on October 18, 2006, 10:29:18 AM

Ok,

it seems like these idiots are telling me that this is the way their product is designed and packaged... Uhmmm, ok, ACW after login is probably as normal as having your brake taillights turn on whenever you step on a gas pedal...

So, since I do not have time or energy to argue with them the basics of CTI telephony, I am considering of figuring out a way to handle this using CCA filters and StatServer definitions. So, to do this, I am thinking something like this:

- Change definition of ACW from ACW to ACWInbound and ACWOutbound <- this will stop counting ACW after login, but how do I make sure that Genesys counts ACW for agent after Agent is logged in as actually NOT Ready?  I am sure there is a way...


Vic