After Call Work

Voice & Telephony
1

Hello @ll,

we need to report the after call work time.

We have Genesys 6.5, a Nortel Meridian with Symposium 4.2 as Link.

Does anybody have a solution how to report this value?

Because it is not a standard feature like a Alcatel switch provice.

Thanks

Eva

2

Is not the TotalAfterCallWorkStatusTime statistic doing this ?

3

In order to achieve ACW with Meridian 1 switch the following component versions are required.

SWITCH:

The Meridian 1 switch doesn’t offer any kind of ACW or WrapUp, but release 22 of the Meridian 1 switch introduced ‘nocalldisconnect’ feature.

The ‘nocalldisconnect’ feature allow the Meridian 1 switch to place an agent in a not ready state after the release of a call.

By design, the agent would always go to a ready state after every call. To use this functionality, there must be a ‘RequestAgentNotReady’ send

to the Meridian 1 switch while the agent is active on a call.

The Meridian 1 switch will send the ‘Not Ready Response’ back immediately, but the ‘EventAgentNotReady’ will not be sent until the

active call is released.

TSERVER:

The ‘nocalldisconnect’ option was introduced in version 5.1.580 of TServer for Meridian 1 switch.

This option specifies the way the Meridian 1 switch will handle calls if the workmode parameter is set to AgentNoCallDisconnect in the TAgentSetNotReady feature request.

STAT SERVER:

Starting with version 6.5.101.06 the Stat Server supports the ACW implementation made in TServer for Meridian 1 switch.

A new configuration option, 'EmulateACWForMLink, was implemented in Stat Server to support this new functionality.

4

Thanks for this information.

We manage to enable the ACW status and can report the general ACW time. However, when we try to use a filter to report ACW time with a reason code we don´t get any value neither in CCPulse nor in DMA.

STATSERVER Log

Server: [07/29/03 10:05:59] Switch ‘Switch’, ‘EventAgentNotReady’

ThisDN '643005'

Agent LoginID '1002'

This Queue '5051'

CustomerID 'Resources'

WorkMode 'AgentAfterCallWork'

Reasons

	'phone'	'shtest'
5

This functionality is planned for Genesys 7.x, but no commitments have been made as of yet.

SWITCH:

The Symposium ReasonCodes require Symposium v4.2 and Meridian Switch v25.40.