Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pich on February 03, 2016, 05:34:51 PM

Title: Interaction Workspace ACW--> Ready
Post by: pich on February 03, 2016, 05:34:51 PM

Hi,

I have a problem were the agents "forgets" to go Ready after a call. Is there some setting that I can change in order to make them go ready automatically after X seconds?
I have been looking around genesys.docs, IW manuals etc but I am unable to find anything :(

Could someone please help me where I can find how to do it (if it is possible) :)

Title: Re: Interaction Workspace ACW--> Ready
Post by: cavagnaro on February 03, 2016, 06:07:26 PM

Which pbx do you have? Normal operation of ACW after a call is to go Ready after a time you define. If you are using Genesys SIPServer then check the agent properties of this time.

Title: Re: Interaction Workspace ACW--> Ready
Post by: pich on February 03, 2016, 06:14:47 PM

Sorry, don't know what pbx is? Yes, I am using a SIPServer so I will check that , thanks:)

Title: Re: Interaction Workspace ACW--> Ready
Post by: cavagnaro on February 03, 2016, 08:58:30 PM

:o
PBX is a common term on CC world...Private Branch Exchange or Telephony Switch, your telephony central equipment.
Read SIP server guide

Title: Re: Interaction Workspace ACW--> Ready
Post by: Leonxxx86 on February 04, 2016, 03:03:26 AM

Find the agent in CME in Person folder, double click it and click on Agent info tab, in Login IDs change the Wrap up time to what ever time you want the agent to go back to ready for example 30 seconds.