all about the Workmode Variable

Genesys Cloud Routing
1

Hello ,

I am using an A4400 swich , Genesys 7.1 , and an oracle softphone

I want to know all about the workmode variable:
* how is it useful ?
* Wich part of my architecture sends the workmode first ?
* What are the different values abd their meaning for URS ?

Rergards

2

Hi,
Work modes are the Wrapup types on the RSI PG or the ACD PG.
They are usefull for a reporting issue (Not Ready but for Lunch, Break, etc.)
To use them on CCPulse or CCA your softphone must send them as KVPairs.
GAD can do it configuring action codes on CME.

Regards.

1 Like
3

Only T-Server sends workmode and it sends it to the switch.

As I have written in the other topic you have opened, URS is not aware of it.

2 Likes
4

Thanks to you for your help,

  I asked the genesys support about my problem, they said that the Oracle softphone sends the workmode variable set to '0' , and it should be sent whit the value '1'.

What do you think about that ?
Is the workmode variable realy sent from the softphone contained in the AgentLogin request?

5

MaxonMan,

it all depends on the use and the goal.
If the support says your softphone sends a workmode ‘0’, it means they have found it in the logs :wink: to be sure, check AttributeAgentWorkMode in RequestAgentLogin and RequestAgentReady messages in your T-server logs.