Author Topic: ACW_Outbound don't work in Preview mode  (Read 679 times)

Offline Rajaja58

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ACW_Outbound don't work in Preview mode
« on: May 06, 2021, 04:06:25 PM »
Can you help me? please

I have the statistics T_ACW_OUTBOUND  always at 0 in the Campaigns in mode Preview. In the rest of the campaigns it works well.

Can someone help me know why this happens?
Thank you so much


Offline cavagnaro

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Re: ACW_Outbound don't work in Preview mode
« Reply #1 on: May 06, 2021, 11:43:18 PM »
Just verify if your Agents have ACW as Preview behave as manual outbound calls.

Offline Rajaja58

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Re: ACW_Outbound don't work in Preview mode
« Reply #2 on: May 10, 2021, 11:24:43 PM »
ACW_outbound is activated automatically  after releasing the calls in all campaigns,  but only fails in Preview.

Is there any other statistic that I can use to collect the ACW Outbound data?

Is it better to create a new statistic only for ACW outbound?

Thanks


Offline cavagnaro

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Re: ACW_Outbound don't work in Preview mode
« Reply #3 on: May 11, 2021, 02:40:11 AM »
Yes because as campaigns they are treated as Business Calls.
Manual calls are different...you need to test that.
Check ACW configurations

Offline GregorV

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Re: ACW_Outbound don't work in Preview mode
« Reply #4 on: May 12, 2021, 08:01:22 PM »
You can probably work with options outbound_answer_action or outbound_release_action set to hard_acw. This can be used on campaign level and will request OCS to send a request to TServer (requires OCS > 7.6.101.26)

Offline Rajaja58

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Re: ACW_Outbound don't work in Preview mode
« Reply #5 on: May 24, 2021, 10:06:13 PM »
The problem is that the WDE goes directly to "WaitForNextCall" when I release the call in Preview Campaign. However in Campaigns Predictive and Progressive the WDE goes from “CallOutbound” to “AfterCallWork”.
What problem can there be so that in Preview it does not go through “AfterCallWork”?

Offline catanirex

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Re: ACW_Outbound don't work in Preview mode
« Reply #6 on: May 24, 2021, 10:38:43 PM »
If you are using SIP-Server, check if outbound-bsns-calls=true under TServer section

Offline Rajaja58

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Re: ACW_Outbound don't work in Preview mode
« Reply #7 on: May 31, 2021, 03:58:42 PM »
I don't have a SIP-Server Only TServer 8.1.500.14

Offline catanirex

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Re: ACW_Outbound don't work in Preview mode
« Reply #8 on: May 31, 2021, 08:31:43 PM »
The option applies to TServers as wel

outbound-bsns-calls

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Related Feature: Business-Call Handling

Specifies whether T-Server should consider all established outbound calls on a emulated agent as business calls after being established.