What kind of idiot would develop this

Voice & Telephony
1

Hi, guys,

we are using a softphone developed by Japanese company Nextcom, and to be frank I am confused.

Here is why:

whenever agent logs in, they have to go through ACW before they become not ready.

We are talking about:

Logout->Login/NotReady (Only Busy button is enabled, so you cannot even click on Ready button)
Clicking on Busy button, switches agent to Login/NotReady/ACW status.

Yes, I know this sounds ridiculous, but it is true.

Has anyone ever heard of a softphone like this? I am thinking about filing it as a bug, but they claim it is just the way it is supposed to operate.
Can someone tell me if anyone has heard of a call center that would wants agents in ACW after they are logged in?

Is anyone esle using their softphone and knows how to fix it?

2

Uhhh? ACW after ready??? A NR is comprensible, but ACW??? If there was no job yet.

We can configure to make this order: Login, NR, Ready, Inbound/Outbound, ACW, NR, Ready.

Is there a chance they are missintepreting meanings of names?

1 Like
3

I could imagine that an Agent might want to log in and go directly to ACW for a short period of time, whilst they ā€œget comfortableā€. But to go straight to ACW without the option to go Ready afterwards is a bit perculiar, to say the leastā€¦

ā€¦Maybe itā€™s one of those ā€œundocumented featuresā€ I hear about.

Tony

4

ACW? A not ready is more proper. After Call Work after no work? Donā€™t think so

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5

They claim that this is their phone is supposed to work. As far as I am concerned this is nothing short of negligence.

Does anyone have a softphone source code who is willing to sell it for something very cheap? I am tired of dealing with this.

Thanks,
Vic

6

Ok,

it seems like these idiots are telling me that this is the way their product is designed and packagedā€¦ Uhmmm, ok, ACW after login is probably as normal as having your brake taillights turn on whenever you step on a gas pedalā€¦

So, since I do not have time or energy to argue with them the basics of CTI telephony, I am considering of figuring out a way to handle this using CCA filters and StatServer definitions. So, to do this, I am thinking something like this:

  • Change definition of ACW from ACW to ACWInbound and ACWOutbound ā† this will stop counting ACW after login, but how do I make sure that Genesys counts ACW for agent after Agent is logged in as actually NOT Ready? I am sure there is a wayā€¦

Vic

1 Like