GAD after call work

[bazzmac]

On the the site where I work they have just implemented Genesys, when the agents go into after call work it kicks them out after 10 minutes they would like this increased, is this timer on the alcatel switch or someplace in Genesys eg TServer etc? I've had a look at the RSI pilot and the only timer I can see on there is the autowrap timer which i've set to 54 minutes on the customers request but this hasn't made any difference.

[cavagnaro]

If the agent selects the ACW then the timer defined in the OXE PG rules.
If the agent is set in ACW after a call then the timer in the RSI is defined.

[bazzmac]

If the agent selects the ACW then the timer defined in the OXE PG rules.
If the agent is set in ACW after a call then the timer in the RSI is defined.

Thanks for your help cavagnaro, i've checked both these timers are set to 54 minutes i.e. auto wrap up timer in the RSI and the wrap during pause timer in the PG, can Genesys over ride these in anyway???

[cavagnaro]

54 minutes in those timers would be a value of 32400 (??) Are you sure?
You may wanna check this:
viewtopic.php?f=48&t=6156

[bazzmac]

54 minutes in those timers would be a value of 32400 (??) Are you sure?
You may wanna check this:
viewtopic.php?f=48&t=6156

Hi cavagnaro, very good tutorial, thanks for the link. I have double checked the following....

Within the RSI auto. wrapup timer value = 32400

Within the PG (Type is agent) Wrapup Ide Timer = 0
Wrapup in Pause = 32760 (This does vary in various PG's)

If these values are correct then why after 10 mins are they being kicked out of after call work? Is Genesys doing this or is it the PABX? I'm confused

[cavagnaro]

Hum...I would say:
Can you post Tserver logs of OTPE side?

[bazzmac]

Hum...I would say:
Can you post Tserver logs of OTPE side?

Is this what you need. The Genesys guy sent this with the log....From the screen shot of the TServer logs we see agent go NotReady (reason=After Call Work from switch) at 11:54:43. At 12:04:43 we see a not ready come from the switch link cause=43 <forcedPause>. this is the cause of agents only going ACW for 10 minutes Max.




07/21/09@11:54:43.531 cstaSwitchingEventDecode: WorkingAfterCall event in progress
07/21/09@11:54:43.532 +++ Evt::WorkingAfterCall +++
*** Transaction Info:
Type/Oper. : 1 - 208 <Event : WorkingAfterCall>
crossRef : 167d7300
SubjDev[0] : 82232881 (Unknown)
LocalDev[0]: 82269882 (Private)
LocalDev[1]: 82269882 (Unknown)
TimeStamp : <090721115443Z>
refDev <82269882> (cref = '167D7300')
@11:54:43.5327 [0] 7.6.002.00 distribute_event: message EventAgentNotReady AttributeExtensions [129] 00 03 00 00..
'GCTI_THIS_DEVICE_NAME' 'Redbridge Agent'
'GCTI_INFO_STR' 'automatic wrap-up'
'AgentSessionID' '01288K4II0D4PE921AG7UCLAES01S18H'
AttributeEventSequenceNumber 00000000007c102b AttributeTimeinuSecs 532699 AttributeTimeinSecs 1248173683 (11:54:43) AttributeAgentWorkMode 3 (AfterCallWork) AttributeThisQueue '82232881'
AttributeAgentID '82269882'
AttributeThisDN '82249882'
07/21/09@12:04:43.451 --- Evt::Delivered --- link (link-tcp) S->H: (0[232 / 7] requests pending)
07/21/09@12:04:43.514 cstaSwitchingEventDecode: NotReady event in progress
07/21/09@12:04:43.515 +++ Evt::NotReady +++
*** Transaction Info:
Type/Oper. : 1 - 203 <Event : NotReady>
crossRef : 167d7300
LocalDev[0]: 82269882 (Private)
LocalDev[1]: 82269882 (Unknown)
Cause : 43 <ForcedPause>
TimeStamp : <090721120443Z>
*** PrivateList has 1 elements:
PData : Not Ready Activation: 0
refDev <82269882> (cref = '167D7300')
@12:04:43.5152 [0] 7.6.002.00 distribute_event: message EventAgentNotReady AttributeExtensions [139] 00 04 00 00..
'GCTI_THIS_DEVICE_NAME' 'Redbridge Agent'
'ReasonCode' '0'
'GCTI_INFO_STR' 'legal pause'
'AgentSessionID' '01288K4II0D4PE921AG7UCLAES01S18H'
AttributeEventSequenceNumber 00000000007c23e7 AttributeTimeinuSecs 515276 AttributeTimeinSecs 1248174283 (12:04:43) AttributeAgentWorkMode 2 (AutoIn/LegalGuard) AttributeThisQueue '82232881'
AttributeAgentID '82269882'
AttributeThisDN '82249882'

[cavagnaro]

Well, this shows me when he went to the ACW but I wanted to analyze "who" or "what" make that status Ready...
Maybe your Genesys guy is trying to solve the issue? Afraid to show logs? don't know...

[bazzmac]

Well, this shows me when he went to the ACW but I wanted to analyze "who" or "what" make that status Ready...
Maybe your Genesys guy is trying to solve the issue? Afraid to show logs? don't know...

Thanks cavagnaro, this was the only log that i've had to sent to me, it one of those when we say everything is OK on the PABX and the Genesys engineer is saying the same, i've been asked to check this so many times now.

I'll see if I can get you another T-Server log.

Thanks again for your help and time.

[bazzmac]

Cavagnaro would it be possible for you to post a Teserver log and show me what they should be seeing regarding the ACW?