Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Leonxxx86 on April 15, 2016, 06:33:00 AM

Title: IWS - Release a call
Post by: Leonxxx86 on April 15, 2016, 06:33:00 AM

Hi, When releasing a call in IWS, a message pop up says do you want to end the call "yes" "no".
My question is why this message and how to configure/remove it. Usually when release a call, it releases and IWS gives the wrap up codes. Please advise?

Thanks

Title: Re: IWS - Release a call
Post by: siralos on April 17, 2016, 08:51:13 AM

You need to set interaction-workspace.voice.prompt-for-end=false in your IWS application object. If it doesn't help, check the other possible locations (tenant, agent group, person) for this option.

Title: Re: IWS - Release a call
Post by: Leonxxx86 on April 18, 2016, 11:18:43 PM

Thanks, I'll give it a try. I have this issue when an agent releases the call he get media error 470, I looked into t server and found the event error something like "the call party has been ended" which means there is no call to end because it is already been released, could it be because of this IWS message "are you sure you want to end the call" select "yes", "no" t server has released the call once the agent click on release but the time it takes to confirm the release cause the media error 470?

Title: Re: IWS - Release a call
Post by: Kubig on April 19, 2016, 09:00:16 AM

No, just the remote site (customer) hanged up first.

Title: Re: IWS - Release a call
Post by: Leonxxx86 on April 20, 2016, 12:28:53 AM

OK, how to fix this because the agent sometime get this media error 470? Thanks