Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: J.Smith on March 21, 2007, 03:48:12 PM

Title: "Hard phone" wrap up time
Post by: J.Smith on March 21, 2007, 03:48:12 PM

Hi everybody!

Does anybody know how to modify the wrap-up time for a hard-phone? There's any parameter in the T-Server to modify it?

I've that question because some of our agents are using a custom soft-phone where we can modify that after-call-work time, but some other are working directly on the phone, and they think that the time they have is a lot.

Thanks a lot!!

Title: Re: "Hard phone" wrap up time
Post by: cavagnaro on March 21, 2007, 04:47:36 PM

Uh?
Which PBX are you using?
On each agent on CME there is a wrapup time option.
Also on the TServer but for some kind of agents (emulated).
Those agents that use a softphone must log on somewhere, a sip phone? a hardphone? How is their Wrapup (ACW) time handled?

Title: Re: "Hard phone" wrap up time
Post by: J.Smith on March 21, 2007, 10:06:24 PM

Hi!

The PBX we are using is an Avaya.

We've tried to modify the wrap-up time option for agents and the T-Server parameter, but in hard phones, the time for wrap-up seems not to vary :(

Thanks!

Title: Re: "Hard phone" wrap up time
Post by: Fra on March 21, 2007, 10:27:09 PM

If you are not using any agent desktop for those agents, Tserver can't help you...  ;D
To my knowledge for an Avaya switch the only thing that may help you is the TACW - Timed After Call Work - that puts the agent into the ACW state after an ACD call; when the configured timer has expired, puts the agents back into the ready state.
Note that this is NOT configured on the phones, but on the VDNs/hunt groups the call passes through.