acw-in-idle-force-ready
Section: TServer
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether, after timed manual wrap-up (when you have set the option to true), T-Server forces the agent to the Ready state. When set to false, T-Server returns the agent to the state he or she was in prior to requesting manual wrap-up.
timed-acw-in-idle
Section: TServer
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether T-Server applies the automatic wrap-up timer when an agent sends RequestAgentNotReady(CallWork). When set to false, T-Server does not automatically end manual wrap-up.
wrap-up-time
Section: TServer
Default Value: 0
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Specifies the amount of ACW wrap-up time allocated to emulated agents at the end of a business call. If set to 0, ACW is disabled.
auto-logout-ready
Section: TServer
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Enables a stricter enforcement of the automatic agent-logout policy (as set in the related auto-logout-timeout option). If this option is set to true, T-Server will log out the agent regardless of agent state. If it is set to false, T-Server will not log out agents when in the following agent states: Ready, NotReady/ACW, NotReady/AuxWork, NotReady/LegalGuard.
auto-logout-timeout
Section: TServer
Default Value: 0
Valid Values: Integer in the range 0-35791
Changes Take Effect: Immediately
Enables automatic agent logout and specifies the length of time after which the logout occurs (in minutes). To enable this feature, enter a value of 1 or greater; the agent is allowed to remain inactive for this length of time before having to be automatically logged out. To disable this feature, enter a value of 0.
logout-on-out-of-service
Section: TServer
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether T-Server performs an automatic logout of an agent when the agent device goes out of service. If set to true, T-Server generates an EventAgentLogout if the device on which the agent is logged in goes to the out of service state and updates internal agent state. If set to false, T-Server does not perform any action in this scenario.
logout-on-disconnect
Section: TServer
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether the T-Server performs an automatic logout of an agent whenever their client application unregisters the DN from the T-Server. This happens also whenever a client application disconnects from the T-Server.
agent-emu-login-on-call
Section: TServer
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether the T-Server allows an emulated agent login on a device where there is a call in progress. Note: T-Server always allows an emulated agent logout on a device where there is a call in progress.
agent-strict-id
Section: TServer
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether, for agents, T-Server checks the AgentID against those configured or allows any AgentID.
emulated-login-state
Section: TServer
Default Value: ready
Valid Values: ready, not-ready
Changes Take Effect: Immediately
Specifies the agent state T-Server applies to this agent after successfully logging in an emulated agent if the work mode is not AutoIn or ManualIn.
Emulated Agents
Contents
T-Server performs agent emulation providing a fully functional agent model that enables full agent support for T-Server desktop applications as well as for other Genesys solutions. All calls are considered as business calls.
T-Server emulates the following functionality:
- Login and logout
- Agent set Ready
- Agent set Not Ready (using various work modes)
- Automatic after-call work
- After call work in idle
Emulated Agent Login/Logout
You can configure T-Server to perform emulated login either always, never, or on a per-request basis. Use the following T-Server configuration options to configure emulated agent login:
emulated-login-state
agent-strict-id
agent-emu-login-on-call
Agent Logout on Client Unregistering from DN
In some scenarios (such as a desktop crash or power failure/disconnection), agents may still receive calls but be unable to handle them. To prevent this problem, T-Server can be configured to automatically log the agent out in such circumstances.
When a client desktop or application disconnects from T-Server while an agent is still logged in, the T-Server receives a notification that the application is unregistering from the agent’s DN. Also, T-Server is able to uniquely identify the client application which sends a T-Library request, including TAgentLogin and TRegisterAddress. T-Server can associate the client application (the one that sends the initial TAgentLogin request) with the agent and automatically log that agent out when the client application unregisters the agent DN while the agent is still logged in. (The initial TAgentLogin request is the one which first logs the agent in).
This feature is enabled/disabled by the following configuration options:
logout-on-disconnect
logout-on-out-of-service
Automatic Agent Logout
T-Server can automatically log out an agent after a specified period of inactivity, ensuring accurate reporting of agent activity. The following options control the feature:
auto-logout-timeout
auto-logout-ready
Emulated Agent Ready/NotReady
Emulated agents can perform an emulated Ready or NotReady request regardless of whether they are on a call, subject to the rules governing work modes.
T-Server also reports any change in agent mode requested by the agent while remaining in a NotReady state (self-transition).
Note: The Genesys Events and Models Reference Manual and the Platform SDK 8.x .NET (or Java) API Reference define which agent state/agent mode transitions are permissible.
Emulated After-Call Work
T-Server can apply emulated wrap-up (ACW) for agents after a call is released, unless the agent is still involved in another call.
Timed and Untimed ACW
T-Server applies emulated ACW for an agent after any call is released from an established state. T-Server automatically returns the agent to the Ready state at the end of a timed ACW period. The agent must return to the Ready state manually when the ACW period is untimed.
Events and Extensions
T-Server indicates the expected amount of ACW for an agent in EventEstablished, using the extension WrapUpTime. It is not indicated in EventRinging, because the value may change between call ringing and call answer. Untimed ACW is indicated by the string value untimed; otherwise, the value indicates the expected ACW period in seconds.
T-Server reports ACW using EventAgentNotReady with workmode = 3 (AgentAfterCallWork), and it indicates the amount of ACW it will apply using the extension WrapUpTime.
T-Server sends EventNotReady(ACW) before EventReleased at the end of the business call.
Emulated ACW Period
The amount of emulated ACW that T-Server applies (when required) after a release of the established business call is determined by the value in the configuration option wrap-up-time.
ACW in Idle
An agent can activate wrap-up time on request when idle, by issuing a TAgentNotReady request with workmode = 3 (AgentAfterCallWork).
You can configure this feature using the following options:
timed-acw-in-idle
acw-in-idle-force-ready
Extending ACW
An agent can request an extension to the amount of emulated ACW for a call while in emulated ACW.
The agent requests an extension to ACW by sending RequestAgentNotReady with workmode = 3 (AgentAfterCallWork). T-Server determines the period of the extended ACW from the extension WrapUpTime, as follows:
- Value = 0—There is no change to the ACW period, but T-Server reports how much ACW time remains.
- Value greater than 0—T-Server adds the given number of seconds to the timed ACW period. Untimed ACW remains unaffected.
- Value = untimed—T-Server applies untimed ACW.
T-Server sends EventAgentNotReady with workmode = 3 (AgentAfterCallWork), reporting the newly extended amount of ACW using the extension WrapUpTime.