Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Eugene Khoo on January 01, 1970, 12:00:00 AM

Title: Statserver / CCP differentiating ACW vs. AUX
Post by: Eugene Khoo on January 01, 1970, 12:00:00 AM

Hi,

Is this possible? I notice Siebel (frontend) is changing agentworkmode differently depending on AUX or ACW. However, CCP just has agent not ready state.

eugene

Title: Statserver / CCP differentiating ACW vs. AUX
Post by: cumi on January 01, 1970, 12:00:00 AM

The ACW and NotReady status depends from Switch. If the switch doesn't set agents' mode, then the softphone does/can. So, the differenc is in WorkMode parameter. If it is AfterCallWork, you will see the agent in ACW mode in reprots. Otherwise (ManualIn, AutoIn, AUX_WORK...) agent will be in NotReadyForNextCall status.