Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: nomster123 on January 11, 2016, 10:24:59 AM

Title: Agent State
Post by: nomster123 on January 11, 2016, 10:24:59 AM

hey guys. I am experiencing some issue in one of my lab

When the call goes to agent, his state turns to not ready during the call while I want it to be ready(pending) . Also when the call finishes , it again turns to not ready and I want it to remain ready after call. Please suggest, have gone through the documentation , its kind of urgent and unable to find the option.

Title: Re: Agent State
Post by: Kubig on January 11, 2016, 10:39:21 AM

All depends on used type of switch. In case, when you are using SIP server, the SIP server should set the after call agent state equal to agent state before makes the call.

Title: Re: Agent State
Post by: nomster123 on January 11, 2016, 10:51:39 AM

Thanks for the reply Kubig, yes I am making outbound calls and yes using SIP server. But the agent state does change during the call and remains like that. just as i mentioned in the above post. anything that needs to be changed in IWS?

Title: Re: Agent State
Post by: cavagnaro on January 11, 2016, 12:51:47 PM

As kubig said, check your PBX/Switch. Check TServer logs to understand who is sending those commands or if are natural event from your Switch. IWS is just a front-end