Hi,
we are facing an issue with the ACW after an internal call to the RSI. In the CCpulse and in the voice-client the agent status is ACW but on the phone the agent is ready. We have now seen in the logs that internal calls to the RSI are classified as "businesscall 2" and external calls to the RSI are classified as "businesscall 1". The genesys support now says that the OXE is doing this kind of classification. So does anybody know where to classify all incoming calls to a RSI as "businesscall 1"?
ACW after internal call
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RobertBreu
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cavagnaro
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Re: ACW after internal call
Check TServer options. There you can tell TServer which calls are business are which are not
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RobertBreu
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Re: ACW after internal call
Hi,
we have already some information from the genesys support. But it seems that the pbx classifies the call as work call.
For dn 9500401 the released for consult call with connid 007002787f6af361 comes with BusinessCall 2, which means the switch has classed it as a work call and in which case there would be no acw (neither in Genesys or switch). ACW is only applied to Businesscall 1 (business calls)
@09:43:12.7310 [0] 8.1.006.00 distribute_event: message EventReleased
AttributeEventSequenceNumber 0000000000012059
AttributeTimeinuSecs 731000
AttributeTimeinSecs 1454402592 (09:43:12)
AttributeExtensions [274] 00 0a 00 00..
'CallerID' 'ProACD 401'
'GCTI_WAITING_TIME' -1
'GCTI_GLOBAL_WAITING_TIME' -1
'GCTI_AGENT_GROUP' '9509990'
'GCTI_SUPERVISED_TRANSFER' 1
'GCTI_GLOB_CID' bin: 0f 6c b0 56.. (len=8)
'BusinessCall' 2
'GCTI_PARTY_NAME' 'ProACD 401'
'GCTI_NETWORK_TIMESLOT' 63
'PBXTimeStampS' 1454402592
we have already some information from the genesys support. But it seems that the pbx classifies the call as work call.
For dn 9500401 the released for consult call with connid 007002787f6af361 comes with BusinessCall 2, which means the switch has classed it as a work call and in which case there would be no acw (neither in Genesys or switch). ACW is only applied to Businesscall 1 (business calls)
@09:43:12.7310 [0] 8.1.006.00 distribute_event: message EventReleased
AttributeEventSequenceNumber 0000000000012059
AttributeTimeinuSecs 731000
AttributeTimeinSecs 1454402592 (09:43:12)
AttributeExtensions [274] 00 0a 00 00..
'CallerID' 'ProACD 401'
'GCTI_WAITING_TIME' -1
'GCTI_GLOBAL_WAITING_TIME' -1
'GCTI_AGENT_GROUP' '9509990'
'GCTI_SUPERVISED_TRANSFER' 1
'GCTI_GLOB_CID' bin: 0f 6c b0 56.. (len=8)
'BusinessCall' 2
'GCTI_PARTY_NAME' 'ProACD 401'
'GCTI_NETWORK_TIMESLOT' 63
'PBXTimeStampS' 1454402592
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tot3nkopf
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Re: ACW after internal call
Check page 29 of the following doc. maybe it helps:
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RobertBreu
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Re: ACW after internal call
Ok so you see no possibility to change the classification of the calls in the OXE? Because the Genesys Support says they can't change it.
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tot3nkopf
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Re: ACW after internal call
Ok. I have read between the lines. Thought you have smth with CCPulse reporting stuff.
I cannot reproduce your scenario. In our environment local RSI (via ABCF loopback) or public call triggers the same behaviour (ACW is active) with Auto Wrap up Timer configured on the RSI in OXE.
I have :
-local call
AttributeExtensions [218] 00 08 00 00..
'CallerID' 'totenkopf'
'GCTI_GLOB_CID' bin: 83 89 d9 56.. (len=8)
'GCTI_OTHER_DEVICE_NAME' 'totenkopf'
'BusinessCall' 0
'GCTI_BUSINESS_CALL' 0
'GCTI_SUB_THIS_DN' '16923'
'ReleasingParty' '1 Local'
'PBXTimeStampS' 1457097096
AttributeReferenceID 23
AttributeOtherDNRole 1
AttributeOtherDN '18000'
AttributeThisTrunk 23372
AttributeCallID 24190
AttributeThisDNRole 2
AttributeAgentID '16923'
AttributeThisDN '16972'
AttributeANI '18000'
AttributeDNIS '16923'
AttributeUserData [136] 00 03 00 00..
-external call:
AttributeTimeinSecs 1457098059 (14:27:39)
AttributeExtensions [389] 00 0d 00 00..
'CallerID' '069211. 16904'
'GCTI_SUPERVISED_TRANSFER' 0
'GCTI_GLOB_CID' bin: 4a 8d d9 56.. (len=8)
'GCTI_NAT_INDICATIONTYPE' 'Public:National'
'GCTI_NAT_INDICATION' '006deleted'
'GCTI_NETWORK_TIMESLOT' 14
'GCTI_OTHER_DEVICE_NAME' 'deleted'
'BusinessCall' 1
'GCTI_BUSINESS_CALL' 1
'GCTI_SUB_THIS_DN' '16923'
'GCTI_LAST_REDIRECTION_DEVICE' '16904'
'WrapUpTime' 0
'PBXTimeStampS' 1457098059
AttributeReferenceID 42
AttributeOtherTrunk 270251
AttributeOtherDNRole 1
AttributeOtherDN '006deleted'
AttributeThisTrunk 23372
AttributeCallID 24393
AttributeThisQueue '16904'
AttributeThisDNRole 2
AttributeAgentID '16923'
AttributeThisDN '16972'
AttributeANI '0069deleted'
AttributeDNIS '16904'
In T-Server internal-bsns-calls = false
bsns-call-dev-types +acdq +rp +rpq +xrp
Are you doing supervised transfer in your scenario?
I cannot reproduce your scenario. In our environment local RSI (via ABCF loopback) or public call triggers the same behaviour (ACW is active) with Auto Wrap up Timer configured on the RSI in OXE.
I have :
-local call
AttributeExtensions [218] 00 08 00 00..
'CallerID' 'totenkopf'
'GCTI_GLOB_CID' bin: 83 89 d9 56.. (len=8)
'GCTI_OTHER_DEVICE_NAME' 'totenkopf'
'BusinessCall' 0
'GCTI_BUSINESS_CALL' 0
'GCTI_SUB_THIS_DN' '16923'
'ReleasingParty' '1 Local'
'PBXTimeStampS' 1457097096
AttributeReferenceID 23
AttributeOtherDNRole 1
AttributeOtherDN '18000'
AttributeThisTrunk 23372
AttributeCallID 24190
AttributeThisDNRole 2
AttributeAgentID '16923'
AttributeThisDN '16972'
AttributeANI '18000'
AttributeDNIS '16923'
AttributeUserData [136] 00 03 00 00..
-external call:
AttributeTimeinSecs 1457098059 (14:27:39)
AttributeExtensions [389] 00 0d 00 00..
'CallerID' '069211. 16904'
'GCTI_SUPERVISED_TRANSFER' 0
'GCTI_GLOB_CID' bin: 4a 8d d9 56.. (len=8)
'GCTI_NAT_INDICATIONTYPE' 'Public:National'
'GCTI_NAT_INDICATION' '006deleted'
'GCTI_NETWORK_TIMESLOT' 14
'GCTI_OTHER_DEVICE_NAME' 'deleted'
'BusinessCall' 1
'GCTI_BUSINESS_CALL' 1
'GCTI_SUB_THIS_DN' '16923'
'GCTI_LAST_REDIRECTION_DEVICE' '16904'
'WrapUpTime' 0
'PBXTimeStampS' 1457098059
AttributeReferenceID 42
AttributeOtherTrunk 270251
AttributeOtherDNRole 1
AttributeOtherDN '006deleted'
AttributeThisTrunk 23372
AttributeCallID 24393
AttributeThisQueue '16904'
AttributeThisDNRole 2
AttributeAgentID '16923'
AttributeThisDN '16972'
AttributeANI '0069deleted'
AttributeDNIS '16904'
In T-Server internal-bsns-calls = false
bsns-call-dev-types +acdq +rp +rpq +xrp
Are you doing supervised transfer in your scenario?
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RobertBreu
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- Location: Germany
Re: ACW after internal call
Hi,
yes we are doing a supervised transfer to this RSI or it's more a enquiry call to this RSI. Agent 1 is in conversation with an external call and needs help on some topics, so he calls the internal number of the RSI and talks to another agent (Agent 2). After the call Agent 2 is seen as ready on the phone but in fact he should be at ACW. In the CCpulse and on the Voice-Client the status is correct at ACW.
yes we are doing a supervised transfer to this RSI or it's more a enquiry call to this RSI. Agent 1 is in conversation with an external call and needs help on some topics, so he calls the internal number of the RSI and talks to another agent (Agent 2). After the call Agent 2 is seen as ready on the phone but in fact he should be at ACW. In the CCpulse and on the Voice-Client the status is correct at ACW.
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tot3nkopf
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Re: ACW after internal call
Ok same as with CCD: http://alcatelunleashed.com/viewtopic.p ... fer#p79391
In OXE I am unaware of any solution as u can see in the above post.
This only happens with supervised transfer from what I remember. Unsupervised should be ok. In Genesys I did not test it but I assume 'BusinessCall' 2 will be like stated from your side.
Did you tried with:
internal-bsns-calls = true
?
In OXE I am unaware of any solution as u can see in the above post.
This only happens with supervised transfer from what I remember. Unsupervised should be ok. In Genesys I did not test it but I assume 'BusinessCall' 2 will be like stated from your side.
Did you tried with:
internal-bsns-calls = true
?
