Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: naviat on September 10, 2014, 04:26:32 AM

Title: Agent State Automatic Not Ready
Post by: naviat on September 10, 2014, 04:26:32 AM

Hi all,

How can change agent state from Ready to Not Ready when Agent answer a call? We have an agent group with 2 agents (login GAD or IWS) and in the same time, we have 10 calls to this agent group. When 2 agent talking with 2 customers on the phone, i need 8 calls will be released after busy message end.

Thanks.

Title: Re: Agent State Automatic Not Ready
Post by: cavagnaro on September 10, 2014, 07:53:48 PM

wow! Agents with two mouths!! Amazing! I guess you have a bad configuration on your DN or PBX as it should receive only 1 call per time

Title: Re: Agent State Automatic Not Ready
Post by: naviat on October 13, 2014, 06:18:56 AM

Thanks cavagnaro,

This issue only occur while we have more than 5 calls in queue :(

In normal, everything is wokring well, so what's wrong with DN configuration, this is my configuration:

[TServer]
charge-type = 1
contact = *
dual-dialog-enabled = FALSE
make-call-frc3725-flow = 1
monitor-type = AllCalls
record = FALSE
refer-enabled = FALSE
reject-call-incall = TRUE
reject-call-notready = FALSE
ring-tone-on-make-call = FALSE
sip-cti-control = talk, hold
sip-ring-tone-mode = 1
transfer-allowed = TRUE
transfer-complete-by-refer = FALSE
use-register-for-service-state = TRUE

[URS1]
transit_dn = TRUE

Title: Re: Agent State Automatic Not Ready
Post by: cavagnaro on October 13, 2014, 10:53:20 AM

Is it me or the posts are unrelated?
You have 2 active calls and 8 on queue, correct? What you want to do?

Title: Re: Agent State Automatic Not Ready
Post by: naviat on October 14, 2014, 03:29:14 AM

No, I mean 2nd call landing in agent when agent is talking in 1st call