Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: zgegkiller on July 29, 2009, 07:49:56 AM

Title: OUbound : Personnal callback when agent not ready
Post by: zgegkiller on July 29, 2009, 07:49:56 AM

Hi,

First excuse me for my poor english... ;-)

I use OCS 7.6 and AIL 7.2 and we developp a custom agent desktop
In the configuration predictive_callback is set to off

I meet a problem whith personnal callback in outbound, when my agent is loggin on campaign but in not ready state (for example to eat a Kit Kat.. ;-) ).  OCS don't see the agent not ready and it attempts to send the personnal callback to this agent (in push preview) and this record stay in retrieved status and i must to force unload campaign to get the record with stale call result.


In preview mode  i use agent_preview_mode_start=true, and when my agent is no ready i send a stoppreviewmode request to OCS, and then he doesn't send the personnal callback and qualify the record in agent call back error  that's OK ! (that's i want)

But the problem is in progresive mode, i don't know to say OCS doesn't send personnal callback when my agent is not ready in progressive mode...

Please help me ....

thanks in advance

Title: Re: OUbound : Personnal callback when agent not ready
Post by: cavagnaro on July 30, 2009, 05:50:58 PM

That is strange...I think. Have you asked Genesys? I think there is no option in OCS to handle such scenario.