Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: DaveB on November 18, 2015, 09:57:58 PM

Title: VHT Outbound calls and AgentCurrentState
Post by: DaveB on November 18, 2015, 09:57:58 PM

Guys,
I'm trying to get CCPulse+ to show CurrentAgentState as Outbound VHT rather than just plain outbound. If it shows as plain old outbound then supervisors have trouble distinguishing if the agent is truely making an agent initiated outbound call rathether than answering an incoming call that was initiated by VHT callback.
Hope this makes sense.
How do I configure CCP+ to distinguish (by color) between outbound VHT calls and outbound calls initiated by the agent?

Help appreciated.

Cheers
DaveB

Title: Re: VHT Outbound calls and AgentCurrentState
Post by: cavagnaro on November 18, 2015, 11:46:52 PM

See if there is any attached data in the Outbound logs for those VHT. Then create a filter for them and add the filter to a new column. If there is not then on the strategy attach some data and do the filter. Easy.