Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jamesmurphyau on June 25, 2010, 08:14:03 AM

Title: OCS: How do I get an agent from BusyPaper to NotAvailable
Post by: jamesmurphyau on June 25, 2010, 08:14:03 AM

We are trying to work out how to allow an agent to go on lunch/break during a call/during after call work (we have automatic untimed AfterCallWork after each call)

When an agent is in NotAvailable they are not included in the OCS calculation but when they are in BusyPaper wait time/etc is calculated and tracked.

I've tried every different combination of setting AgentNotReady, DNDOn, DNDOff, even DNDOn > Agent Ready > AgentNotReady > DNDOff - all while during a call and all while in ACW but the OCS logs still show that agent as being in BusyPaper.

I'm also after data in Infomart to be ideal (e.g. I don't want to log the agent out then in again and have it count as another session)

Title: Re: OCS: How do I get an agent from BusyPaper to NotAvailable
Post by: jamesmurphyau on June 25, 2010, 08:19:37 AM

I just realised something pretty massive that I've missed.

I haven't processed the record... I've been doing all this testing without processing the record...

Ignore this post for now - I'll be back (:

Title: Re: OCS: How do I get an agent from BusyPaper to NotAvailable
Post by: jamesmurphyau on June 25, 2010, 08:37:00 AM

Ok - It seems processing the call had no different effect on the PA Session Info...

So - back to my problem - Is it possible & how do I do it?

Preferably at the end of ACW (if the agent has any ACW) - then the true length of the call is taken into consideration.

Why not just go Ready the NotReady: I don't want there to be a chance the agent will be factored into the dialling and in the end a call gets dropped because of it.