Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dmoore7648 on November 08, 2007, 11:33:46 PM

Title: After-Call / Wrap-UP reporting issue
Post by: dmoore7648 on November 08, 2007, 11:33:46 PM

When an agent selects After-Call / Wrap-up during a call, Avaya puts it in a pending state until the call is disconnected and agent goes into After-Call / Wrap-up.  The problem is Genesys reports the agent as going into Wrap-up as soon as the button is pressed not when the phone actually goes into Wrap-up.    Does anyone know how to fix this problem?

Thanks!

Title: Re: After-Call / Wrap-UP reporting issue
Post by: macca on November 09, 2007, 04:59:25 AM

Hiya,

What version of the T-Server are you using and what settings do you have for the following T_Server options?

use-pending-work-mode
route-thru-queue
predict-agent-work-mode

Title: Re: After-Call / Wrap-UP reporting issue
Post by: dmoore7648 on November 09, 2007, 04:34:36 PM

We are using TServer version 7.0.206.01.

Settings are:

use-pending-work-mode    False
route-thru-queue True
predict-agent-work-mode True

Title: Re: After-Call / Wrap-UP reporting issue
Post by: dmoore7648 on November 09, 2007, 04:51:05 PM

Actually use-pending-work-mode    is TRUE

Sorry!

Title: Re: After-Call / Wrap-UP reporting issue
Post by: macca on November 13, 2007, 12:08:44 AM

Those settings all look good. That what we're using at the moment and it works fine.
When you say that Genesys reports the agent as being in ACW do you mean that the Stat Server logs / CC Pulse changes their state immediately or do you mean in the T-Server logs?

Title: Re: After-Call / Wrap-UP reporting issue
Post by: exchelente on November 13, 2007, 03:06:09 PM

Those settings look good to me as well.  I would upgrade the T Server in test region to see if it fixes it.  Make sure your softphone is correctly setting the pending state.  Maybe start digging into switch settings if none of that works