Dial an Agent on WrapUp

[cavagnaro]

Ok,

Let me be the first one.
Many customers ask for this:

"How i can call an agent that is on WrapUp (AfterCallWork) state? As Supervisor i should."

I agree with them

Any idea?

[knightr1der]

I always thought you COULD call an agent in 'wrap up' state. Am I confusing this with WITHDRAWAL?

What does the caller hear or see if they call an agent in 'wrap up'?

[cavagnaro]

Operation not valid.
On Not Ready you can call him. But on ACW not.

[knightr1der]

That is ridiculous. An internal call should always be allowed to an agent. Wrap up duration should be suspended untithe internal conversation is completed.

You've got my vote Cavagnaro

[cavagnaro]

Great! I'll love to see this request to proceed.

[sadim]

I do not think that this will be possible.
One of the main reasons of the wrapup (the automatic one) is to give the possibility for a CTI application to CONTROL the status of the set, alowing to be csta synchronized.
Without this feature, if for instance a agent ends a call, just after that he can receive another one (high traffic) and the cti application did not have time to put the set in different state (for instace Not ready).
With the automatic wrapup, after ending the call, the set will be in wrapup, and it will be the cti app that will give the next status for the set.

[cavagnaro]

? But Wrapup is a status, and calls are actions, there should be no reason for that.

[sadim]

I did not understand your question. Can you detail your question

[oliverhe]

Hi,

there are two possibilities to make an agent reachable in ACW status:

- use multiline (works with external and internal calls). For CTI applications you need to use the event QUEUED instead of RINGING to signal incoming calls in ACW mode.

or

- Workaround (works with internal calls): Write a CTI (server-side) application (e.g with AIL on Genesys or with CT Connect) that monitors all extensions:

If it detects a "destination busy" on the caller as the result of trying to reach the ACW agent and the called extension is in ACW mode (not busy-ACW) and the caller is not in ACW mode himself (to avoid endless ping-pong), it can remember that extension in a list. If the application gets event RELEASED on an extension being on the list, it can initiate a call back from the ACW agent to that extension. If the originally calling agent picks up this callback call (resulting in event ESTABLISHED on the extension being on the list), the application puts the call on hold on ACW agent side. This will put the ACW extension on hold (signalling the call) and the original caller will also be held (hearing waiting music).

Now the ACW agent can actively accept (retrieve) the call or not (he may not even be present) or the original caller can hang up after waiting for a time (like with a normal call when the called number does not answer).

This way, the original caller will either get a callback immediately from the ACW agent (if the called agent is in ACW mode) or not (if the called agent is really busy).

This workaround has been successfully tested and is not only a theoretical one.

To make this work also for external calls, you would need some person in-between (not in ACW mode) to be called and transfer the call to the ACW agent.

Greetings,
Oliver Henning
NextiraOne

[cavagnaro]

nice ideas, however doesn't solve the main issue, imagine this:

Me as supervisor see that agent Lazy Jones is on wrapup for about 3 minutes and i already know he has nothing to do on his CRM/etc...me would like to call him and yell his life so he gets ready. Wouldn't be helpful a callback.

The solution offered needs a development that customer will have to pay for it, it should be inherit on OXE to do this...

Now as action/status

Action is something the agent is doing (talking), Status is just a logical state (not ready, ready, wrapup) on any of this Status me as Supervisor should be able to call him...