Does anyone know if it is possible to transition an agent from ACW state directly to a Not Ready state with Reason Code (without first going to Ready) with the Alcatel OXE 4400?
Hi, yes it’s possible we used this function on our older Alcatel 4400/Genesys platform and also use it on our new Avaya/Genesys platform. During the auto ACW our operators select the relevant withdraw code using Genesys Agent Desktop or if they want a call sooner make themselves ready using the same process.
Steven
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