Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on October 21, 2009, 01:57:51 PM

Title: Omni+Genesys: ACW on Released during Hold
Post by: victor on October 21, 2009, 01:57:51 PM

Hi,

here is a question that I never had to deal with when with Avaya or Nortel:

usually, agent enters ACW state upon completion of the call, yet, if caller hangs up while on hold, it seems like agent does NOT go into ACW state. Does anyone know why?

I looked through release notes, and could not find anything.

Omni Version 8. Genesys T-Server: 7.2.xxx

Best regards,
Vic

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: cavagnaro on October 21, 2009, 02:33:47 PM

By Omni you mean OmniPCX Alcatel OXE?
If so, under the RSI configuration of OXE check the value of After Call Time...check my video on Youtube!
http://www.youtube.com/watch?v=JyuAeMonzFA

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: victor on October 28, 2009, 03:52:46 AM

Cav,

thank you for your reply. I am a bit confused as to how would having a call released during Hold case agent not go into ACW and value of ACW. Agent should go into ACW after call is released, right? Agent does go into ACW after call is released during the conversation, but if call is abandoned while on hold, the agent that placed the call on hold does not go into ACW.

Omni PCX Alcatel OXE version 8.

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: cavagnaro on October 28, 2009, 06:31:21 PM

Hum strange behaviour...let me try at my lab this afternoon and will let you know :)

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: borkokrz on October 29, 2009, 01:08:26 PM

According to Supported Media Interfaces for OXE Rel 8 you shoud have TServer 7.5.001.04+. Maybe this is the issue ??

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: cavagnaro on October 29, 2009, 04:47:25 PM

I told him on his other post to upgrade...hum...

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: victor on October 30, 2009, 08:53:59 AM

Hi,

I am really sorry, I was wrong about OXE. It is 7.1 :(

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: cavagnaro on October 30, 2009, 03:15:36 PM

Ouch, doesn't have lab of that one...kinda oldy. Will still try in R9 and let you know

Title: Re: Omni+Genesys: ACW on Released during Hold
Post by: borkokrz on November 03, 2009, 08:38:02 AM

7.1 is old ... I've checked with OXE 8.0.1 and 9.0. With default settings for RSI and PG wrap-up is always activated even from hold state. Victor - could you please post some logs from TServer ?
You can also do following test - switch off TServer during inbound call. You will be able to test if this is pbx or Tserver behavior.