Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: peter on April 10, 2009, 09:16:37 AM

Title: ending a outbound call become acw status immediatly
Post by: peter on April 10, 2009, 09:16:37 AM

Hi all:
I got a issue ：
in a  outbound  call, when softphone get the call ending  message,softphone will set the agent statu to acw ,but allway have some call dispatch to this agent in this short moment ,before the softphone can set agent statu to acw 。thus ,the agent can not finish the after call work 。
any suggestion is appreciated!
thanks!

Title: Re: ending a outbound call become acw status immediatly
Post by: Dionysis on April 10, 2009, 09:58:35 AM

The ACW status in this case should be handled by the switch.  The softphone should not need to perform this function.

What PBX are you using?

Title: Re: ending a outbound call become acw status immediatly
Post by: ecki on April 10, 2009, 10:30:06 AM

Or you can set wrap-up time for each agent login assigned to particular agent in CME. Genesys should set agent position automaticaly in to acw. Though I am not sure if this works with outbound too. Worth to test it.

Cheers.

e.

Title: Re: ending a outbound call become acw status immediatly
Post by: bcyk on April 10, 2009, 11:16:27 AM

Yes, the preferred method is to have switch in not-ready after end of call.

ACW option in Genesys CME does not work for many switch type.
Search this web site for previous discussions.

There are other methods, depending on switch type, the ACD device and Genesys component.


1. If Genesys URS is used, the option verification_time can be enlarged to allow soft-phone to set to ACW mode.

2. In OCS server (version 7.2 and higher), DN object can be configured outbound_release_action=hard_not_ready
  In all outbound agent DN object --> Annex tab --> OCServer --> outbound_release_action=hard_not_ready
  check OCS deployment guide for details
  At the end of outbound call, OCS server will send a not ready request to T-server.

3. Avaya swtich and Genesys URS is not configured for OCS
  - in Campaign object, the "destination DN" should be set to ACD queue that is VDN in Avaya switch

  3.1 When setting to Ready, make it "ManualIn"
      - the "ManualIn" should be set in Ready mode

  3.2 timed ACW (for Reay-AutoIn)
  - in VDN property in Avaya, set Timed ACW to some larger value (e.g., 10 second)
  - a vector is then associated to the VDN
      - vector commands should include max wait time; if expired, route to another VDN (overflow DN) to disconnect the call
      - the overflow DN vector should disconnect the call

4. Nortel switch and Genesys URS is not configured for OCS
  - Nortel switch has maximum 2 seconds timed NotReady at switch-level (configurable larger value in Symposium)
  - at the end of ACD call, there is maximum 2 seconds NotReady duration; then Ready automatically
  - work-around in Genesys framework
  - T-server option: call-no-disconnect (search this topic in this web site or Genesys manual for detail)
    - it allows changing agent mode in call conversation

  - In soft-phone, send agent NotReady after receving EventEstablished
  - after end of call, T-server will send NotReady request to Nortel switch immediately
  - Note: Genesys components WILL cater these 2 extra NotReady and reports are ok


hope these info help

Title: Re: ending a outbound call become acw status immediatly
Post by: Fra on April 14, 2009, 10:50:19 AM

If URS is used, you need to set the TServer option route-thru-queue to 'true'; the switch will treat the call as an ACD call and if the agent previous state was ManualIn, the next will be AfterCallWork. No call will be distributed to that agent after the hangup, cause the EventAgentNotReady is distributed before the EventReleased by TServer.

Fra

Title: Re: ending a outbound call become acw status immediatly
Post by: my506 on April 17, 2009, 02:57:19 AM

thanks all ,farther infomation :
PBX is AVAYA 8710.
wrap-up-time is aready set to '5' , by dose not work.
verification_time  is aready test ,this option is work ,but would affect the call answer time .
the Genesys OCS not in used.
I will try the other sugetion mentioned in this thread ,thanks !