Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: BenTaylor on April 17, 2008, 10:01:08 AM

Title: Agent status and Avaya hardset
Post by: BenTaylor on April 17, 2008, 10:01:08 AM

Help!!

Changing status on the Avaya hardset isn't reflected in Genesys:

I know this has been covered before, but I've been through all the documentation and instructions I can find, and it still isn't working...


I've configured AutoIn and AuxWork as both abrv-dial and autodial (*51 AutoIn, *52 AuxWork) on the hardset.

And set the following in TServer options:

query-agent-work-mode: on-release
auto-in-fac: *51
aux-work-fac: *52

The Group Extension (7889) for the Skill that the Agent-login is assigned has been added as an ACD Queue with Switch-specific Type = 2

Have I missed anything??

Cheers,

Ben

Title: Re: Agent status and Avaya hardset
Post by: Fra on April 17, 2008, 12:44:27 PM

Hi Ben,

I am not sure you will be able to get it work, since it was a limitation of the ASAI protocol; I had the same issue with v3, that was reported as not supporting notification of agent state changes to TServer. Which version of ASAI protocol are you using? In any case you should also:
[list]
[li]change the switch-specific type to 3[/li]
[li]set the TServer option acd-register-mode to non-eas[/li]
[/list]
Hope it helps.

Fra

Title: Re: Agent status and Avaya hardset
Post by: BenTaylor on April 17, 2008, 01:11:11 PM

I'm using ASAI Protocal Version 4.

I'll try those other changes. Cheers

Title: Re: Agent status and Avaya hardset
Post by: BenTaylor on April 17, 2008, 01:29:20 PM

Just needed Switch-specific Type = 3, that worked with either acd-register-mode = eas or non-eas

Thanks :)

Title: Re: Agent status and Avaya hardset
Post by: Fra on April 18, 2008, 08:37:36 AM

:) you are welcome ;)

Fra