Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: fourteen on January 20, 2016, 02:23:28 AM

Title: Timed ACW for outbound campaign calls
Post by: fourteen on January 20, 2016, 02:23:28 AM

If we set WrapUpTime parameter > 0 (say, 30 s) in Agent's properties we will achieve timed ACW for inbound calls - after inbound call is finished, agent's state automatically turns to ACW, stays there for 30 seconds and then automatically turns to Ready again.
For outbound campaign calls we set outbound_release_action parameter to hard_acw, so after outbound campaign call is finished, agent's state automatically turns to ACW. But it stays there until agent changes his status manually. Is there any way to make ACW status time-limited in this situation?
I've read all OCS & T-server options, but couldn't find anything appropriate.

Title: Re: Timed ACW for outbound campaign calls
Post by: Kubig on January 20, 2016, 08:02:43 AM

Did you check if the outbound calls are configured as business calls (on T-Server application level)?

Title: Re: Timed ACW for outbound campaign calls
Post by: fourteen on January 21, 2016, 02:27:03 AM

Thank you for reply. There is no description for such option (outbound-bsns-calls) in documentation for my TServer (which is Cisco Unified Communications Manager).
Though it is allowed to add such option to TServer, I've added it, set it to "true", but it didn't gave desired effect.