Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: prempreet on March 14, 2013, 06:31:01 PM

Title: IWS Logout Issue - During Internal calls
Post by: prempreet on March 14, 2013, 06:31:01 PM

Hi,

We are facing problem in IWS internal calls

As per customer requirement, i have configured

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

So that, if the agent doesn't answer the call in 15, the call will recall to routepoint  & the agents get logout automatically.

Due to this configuration, if agent doesn't answer the internal calls, the IWS also getting logout.

For example, The Agent1 is logged in with 3000 extension & Agent2 is logged in with 3001 extension.

And Agent1 is calling Agent2 from 3000 to 3001(Extension to Extension call).

Suppose if the Agent2 is not answer the call,  then Agent2 IWS desktop is logging out.

Anyone pls help us to solve this issue

Regards
Prem

Title: Re: IWS Logout Issue - During Internal calls
Post by: Timur Karimov on March 14, 2013, 07:29:01 PM

Hi Prem
This options affect the SIP server behavior and does't depend from agend desktop software. So it's not the IWS issue. Check the status of you internall call - may be you have the internal to bussines override enabled options.
WBR Tim

Title: Re: IWS Logout Issue - During Internal calls
Post by: Kubig on March 14, 2013, 08:19:00 PM

So, try to set these values (agent-no-answer-...) in strategy. This can divide calls into inbound and internal

Title: Re: IWS Logout Issue - During Internal calls
Post by: Timur Karimov on March 15, 2013, 10:18:56 AM

Kubig, look at start post - Prem said about direct call with out any strategy.

Title: Re: IWS Logout Issue - During Internal calls
Post by: Kubig on March 15, 2013, 11:42:58 AM

I do not see no info about inbound calls (not internal) were routed directly without RP, it is not logical.

Title: Re: IWS Logout Issue - During Internal calls
Post by: prempreet on March 15, 2013, 11:44:27 AM

Issue resolved, after set "internal-bsns-calls" as false..!!!

Thanks  :) ...!!!!

Title: Re: IWS Logout Issue - During Internal calls
Post by: Kubig on March 15, 2013, 11:56:10 AM

Internal calls are in standard marked as false,so you have to changed after deploy.