Agent status and Avaya hardset

Voice & Telephony
1

Help!!

Changing status on the Avaya hardset isn’t reflected in Genesys:

I know this has been covered before, but I’ve been through all the documentation and instructions I can find, and it still isn’t working…

I’ve configured AutoIn and AuxWork as both abrv-dial and autodial (*51 AutoIn, *52 AuxWork) on the hardset.

And set the following in TServer options:

query-agent-work-mode: on-release
auto-in-fac: *51
aux-work-fac: *52

The Group Extension (7889) for the Skill that the Agent-login is assigned has been added as an ACD Queue with Switch-specific Type = 2

Have I missed anything??

Cheers,

Ben

2

Hi Ben,

I am not sure you will be able to get it work, since it was a limitation of the ASAI protocol; I had the same issue with v3, that was reported as not supporting notification of agent state changes to TServer. Which version of ASAI protocol are you using? In any case you should also:

  • change the switch-specific type to 3
  • set the TServer option acd-register-mode to non-eas

Hope it helps.

Fra

1 Like
3

I’m using ASAI Protocal Version 4.

I’ll try those other changes. Cheers

1 Like
4

Just needed Switch-specific Type = 3, that worked with either acd-register-mode = eas or non-eas

Thanks :slight_smile:

3 Likes
5

:slight_smile: you are welcome :wink:

Fra