Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: SobhiKannu on July 22, 2009, 09:52:58 AM

Title: Agent Not Ready
Post by: SobhiKannu on July 22, 2009, 09:52:58 AM

Hi,
  I have an agent who is associated with Voice Extension & Chat DN. The agent is logged into soft phone for voice & into GAD for Chat. When i make him "Not  Ready" in GAD ,in CCPulse the status is chaned to "Not Ready" . When i check the extended monitor status,he is ready in Voice. Is this the expected behaviour?

I want him to be ready state, when he is available in one media. How to achieve this?

Title: Re: Agent Not Ready
Post by: René on July 22, 2009, 11:18:59 AM

Hi,

I would say that described behaviour is correct. Please read chapter "Object Statuses / Place and Agent Status" in "Framework 7.x Stat Server User's Guide" for description of StatServer's behaviour when reporting agent/place status.

What version of Genesys (T-Server, StatServer, ICS? or Multimedia?) you have?

R.

Title: Re: Agent Not Ready
Post by: SobhiKannu on July 22, 2009, 11:21:10 AM

I am using 7.2 stat server

Title: Re: Agent Not Ready
Post by: SobhiKannu on July 22, 2009, 11:21:48 AM

Stat server - 7.2
T server - 7.2
Multimedia - 7.6

Title: Re: Agent Not Ready
Post by: René on July 22, 2009, 11:40:38 AM

If you look to document mentioned in my last post you'll find that the status "NotReadyForNextCall" has higher priority than status "WaitingForNextCall" so StatServer will report agent/place as "NotReady" in case one of DNs is in NotReady status.

It's possible to change priority using StatServer's option but I won't recommend you to do so as it could affect your reporting.

R.

PS. There is no Chat DN needed for Multimedia. Is there any particular reason why you created and assigned such DN to agent's place?