Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mrbasinger on April 30, 2012, 04:52:46 PM

Title: Transition from ACW to Not Ready on Alcatel 4400
Post by: mrbasinger on April 30, 2012, 04:52:46 PM

Does anyone know if it is possible to transition an agent from ACW state directly to a Not Ready state with Reason Code (without first going to Ready) with the Alcatel OXE 4400?

Title: Re: Transition from ACW to Not Ready on Alcatel 4400
Post by: Pyrahblandfords on May 01, 2012, 08:57:09 AM

Hi, yes it's possible we used this function on our older Alcatel 4400/Genesys platform and also use it on our new Avaya/Genesys platform. During the auto ACW our operators select the relevant withdraw code using Genesys Agent Desktop or if they want a call sooner make themselves ready using the same process.

Steven