Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: OXE_4400 on November 10, 2011, 09:11:17 AM

Title: T-server agent-no-answer-action
Post by: OXE_4400 on November 10, 2011, 09:11:17 AM

According to T-server parameter agent-no-answer-action with value notready, agent should be moved to notready state after not answered call during agent-no-answer-timeout, but actually agent goes to After Callworks  state for some 20 sec and goes back to ready state.
How to push agent to endless notready state?

Title: Re: T-server agent-no-answer-action
Post by: cavagnaro on November 10, 2011, 12:02:16 PM

Do it on URS instead

Title: Re: T-server agent-no-answer-action
Post by: fnunezsa on November 10, 2011, 10:22:45 PM

Are you sure the call is not abandoned before the timeout? If this is the case, then agent-no-answer-action is ignored.

Title: Re: T-server agent-no-answer-action
Post by: OXE_4400 on November 12, 2011, 12:19:52 PM

[quote author=fnunezsa link=topic=6789.msg29544#msg29544 date=1320963765]
Are you sure the call is not abandoned before the timeout? If this is the case, then agent-no-answer-action is ignored.
[/quote]
Yes, I am sure. I am making tests in lab not on customer site with a lot of calls.

Title: Re: T-server agent-no-answer-action
Post by: cavagnaro on November 12, 2011, 05:28:00 PM

I have it working and checked and we have to work with 3 values:

agent-no-answer-action = notready
agent-no-answer-overflow = recall
agent-no-answer-timeout = 15

These are my values.

So if the agent doesn't answer after 15 seconds (obviously OXE timer must be greater that 15 secs) then the call will return to the RP and then the agent will became NotReady. Never happened to me that they go to ACW.

**My bad about URS.

Title: Re: T-server agent-no-answer-action
Post by: OXE_4400 on November 16, 2011, 07:52:58 PM

It looks that OXE timer on RP level was the same like in URS and happened not exactly what I have expected.

Thanks for everybody