Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: padmey on July 29, 2008, 02:29:41 AM

Title: Avaya IP Agent & Softphone
Post by: padmey on July 29, 2008, 02:29:41 AM

Hi everyone...I need an urgent help...My company currently involved in call center implementation. Here, they are using Avaya IP Agent together with the softphone. My problem is when agent is answering the call in Line 1 in the softphone, they are receiving another incoming call through Line 2. We tried checking the logs but couldn't find anything...Am lost and i would really appreciate any help..Another problem is that when agent click on the ACW mode on the softphone, they are still getting calls through Avaya IP Agent..Would appreciate any kind of guidance and help..
Thanking in advance

Title: Re: Avaya IP Agent & Softphone
Post by: victor on July 29, 2008, 05:23:08 AM

hi, Padma!

I think I have answered this question last night for someone else...

Usually, this happens when you get a call defaulted and send to operator through an ACD. When you answer the phone, do you set your operator state to not ready?

Best regards,
Vic

Title: Re: Avaya IP Agent & Softphone
Post by: blakshmikanth on July 29, 2008, 05:36:40 AM

Kindly check whether it is direct or ACD call. Irrespective of the state (ACW or AUX), agent can receive "direct" calls i.e) by dialing the extension directly.

Regards,
Lakshmikanth(Lucky)

Title: Re: Avaya IP Agent & Softphone
Post by: padmey on July 29, 2008, 09:32:40 AM

Hi..
The operator state would automatically change to not ready status.
And it's an ACD call.
Do you think i need to check on the routing?
And another finding that i found is that, this happens when the calls in queue for the specific group
is high. For an example; in the column calls report in the row postpaid_vqs, the value shown is 20.
Hope i'd said it rightly.