Agent ACW for certain calls only

[PFCCWA]

Hello

We have a Genesys TServer/Avaya CM environment.
I am trying to figure where to set up after call work for agents - but for specific calls only.
Our call flow works as follows:
[list type=decimal]
[li]inbound call to agent[/li]
[li]agent transfers (instant/wde) call to RP1[/li]
[li]call routes to third party ivr via RP2, ACDQ and VTP[/li]
[li]ivr routes call back to agent station (via access code/acd position)[/li]
[/list]

We want to apply acw for agents who transfer the call to RP1 only.
so if an agent receives a call in step 1 but does not transfer or transfers to another RP (2,3...) we do not want acw applied to them.
I tried to set up 'tacw' on RP1 (annex/TServer/tacw option) as as well VDN in avaya cm - but this did not work.
i think the setting needs to be applied to the RP that is used to receive the call, rather than the one used to route the call out.

is there a way to apply the tacw any other way?
we use IRD/URS so wondering if the strategy can be used to do this.

thanks,

[cavagnaro]

In the RP1 strategy, set a function with wrap-up-time option, check your in your TServer guide

[PFCCWA]

thanks
do you mean this option?
thought i tried this but didnt work but wonder if i did not use a valid value (integer rather than timeout value format)

soft-wrap-up-time
Default Value: 0
Valid Values: See “Timeout Value Format” on page 242.
Changes Take Effect: After agent logs out and then logs in again
Sets the default wrap-up time for the Soft Agent feature (you can also specify a
wrap-up time for each AgentID in the Agent Login Properties dialog box);
however, it does not affect the state of the agents logged in on the PBX. If the
wrap-up time is set to a non-zero value, T-Server emulates the AfterCallWork
state after each call that was released when the agent was in the Ready state.
Note: The T-Server Common Part implements the Emulated Agent States
feature. When it is enabled, T-Server processes agent-related CTI
messages, but it does not distribute corresponding agent-related events
when an agent logs in or out manually using a phone set. To avoid
desynchronization between the switch and the reporting application,
agents should not log in or out manually (a so-called “hard” login)
when the soft-login-support configuration option is enabled.
Note: You must set the value of soft-login-support to true in order to use
the soft-wrap-up-time configuration option

[cavagnaro]

No...
which TServer do you have?

[PFCCWA]

TServer for Avaya Communication Manager

[cavagnaro]

ok so issue with legacy PBX like Avaya or Alcatel for example, is that the one who controls the WrapUp natively is the PBX itself. So, you should ask Avaya guys to set it up.
If you want Genesys to control it, you enable Emulated Agents, which then allows Genesys to control all agents status based on CTI Events using legacy TServer objects like DNs to perform login.


Using that you enable AgentAfterCallWork for example and the parameter you mentioned as long as others.


So, you must decide which path to follow and talk with your Avaya team to understand limitations/complexity for such configuration.