Avaya CMS can report on Call Work Codes entered by Agents during a call. This is done by pressing a programmed button and then entering a code corresponding to the type of calll such as “Complaint”, “Order”, “Inquiry” etc.
Can Genesys Data Mart access and report on these codes? Has any one done this?
Chech TServer logs and you can create filters
What am I looking for? Is there any attached or data attribute that shows up? I could not see anything but that’s probably my ignorance.
Genesys support says Avaya does not pass any information about Call Work codes to TServers.
Thanks for your help
Check on the NotReady event any data on Extension attribute or UserData attributes.
But if Avaya support already cleared you down…not much to do
That is not entirely true. Avaya does pass reason code number as an integer entered on the phone in attributereasons as ‘ReasonCode’. Avaya doesn’t pass any reason names that you can define in Avaya.
Also, Avaya doesn’t automatically pass even the reason code when you go from aux to aux with different reason codes (unless you pass through ready in between). However you can set Genesys up to query agent states for changes to pick up aux to aux changes. Look in the TServer deployment guide for the section describing how to set this up.