Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: blacklord on January 22, 2009, 06:52:38 PM

Title: Forcing agents into ready after x seconds
Post by: blacklord on January 22, 2009, 06:52:38 PM

Hi all,

I can force an agent into ready using settings on the ACD queue, but I'd rather have Genesys do this - is there an easy way ? (Config option ?) - this is in a SIP environment.

Tnx in advance.

Title: Re: Forcing agents into ready after x seconds
Post by: cavagnaro on January 22, 2009, 07:02:06 PM

No config, but can do whatever you want with a custom softphone.

Title: Re: Forcing agents into ready after x seconds
Post by: blacklord on January 22, 2009, 07:19:35 PM

I thought it could be set on the annex tab of the queue in CME ?

Also there's a reference in the SIP docs to an option cwk-in-idle-force-ready.

Can't use these ?

Title: Re: Forcing agents into ready after x seconds
Post by: cavagnaro on January 22, 2009, 07:27:27 PM

You mention that your agents are ruled by an ACD Queue, meaning an Asterisk object maybe. That value is only effective for emulated agents, which are controlled entirely by Genesys and no other server controls their behaviour.

Title: Re: Forcing agents into ready after x seconds
Post by: victor on January 23, 2009, 10:55:50 AM

If you are using Genesys SIP T-Server, you can definitely do it.
Problem is, force it into READY WHEN? Upon login or after hanging up???

Best regards,
Vic