PureEngage On-Premises

When work mode is set to ACW, I still able to answer the call. As I printed out the event message when I debug my application (develop in C#.NET), suppose only EventAgentNotReady will be received, but I found that EventAgentReady is received as well. So, how can I solve this problem?

'EventAgentNotReady' ('76')
message attributes:
AttributeExtensions [bstr] = KVList:
'WrapUpTime' [int] = 1
'ReasonCode' [str] = "ManualSetACWPeriod"
'AgentSessionID' [str] = "GBLK2TI3R12HV0P1K9PKB6SLRC0008TH"
AttributeEventSequenceNumber [long] = 223936
Time = ComplexClass(TimeStamp):
AttributeTimeinuSecs [int] = 461000
AttributeTimeinSecs [int] = 1443239974
AttributeReferenceID [int] = 4
AttributeAgentWorkMode [int] = 3 [AfterCallWork]
AttributeAgentID [str] = "Testing"
AttributeThisDN [str] = "13005"

'EventAgentReady' ('75')
message attributes:
AttributeExtensions [bstr] = KVList:
'AgentSessionID' [str] = "GBLK2TI3R12HV0P1K9PKB6SLRC0008TH"
AttributeEventSequenceNumber [long] = 223937
Time = ComplexClass(TimeStamp):
AttributeTimeinuSecs [int] = 461000
AttributeTimeinSecs [int] = 1443239975
AttributeAgentWorkMode [int] = 0 [Unknown]
AttributeAgentID [str] = "Testing"
AttributeThisDN [str] = "13005"

 

It depends on if the ACW is untimed or not - check your wrap-up time configuration within your Genesys solution.

Hi Jakub, thanks for your reply. If I set the wrap-up-time = 0, the problem solved, but when I just logged into the agent dekstop, it still change from AgentNotReady to AgentReady immediately.

If I set RequestAgentLogin reqAgentLogin = RequestAgentLogin.Create(thisDN, AgentWorkMode.ManualIn);, then the problem solved, but I received two AgentNotReady (just received at the begining only).

'RequestAgentNotReady' ('11')
message attributes:
AttributeThisDN [str] = "13041"
AttributeAgentWorkMode [int] = 3 [AfterCallWork]
AttributeReferenceID [int] = 3

'EventAgentNotReady' ('76')
message attributes:
AttributeExtensions [bstr] = KVList: 
		'WrapUpTime' [str] = "untimed"
		'ReasonCode' [str] = "ManualSetACWPeriod"
		'AgentSessionID' [str] = "GBLK2TI3R12HV0P1K9PKB6SLRC000CGS"
AttributeEventSequenceNumber [long] = 371546
Time            = ComplexClass(TimeStamp):
	AttributeTimeinuSecs [int] = 37000
	AttributeTimeinSecs [int] = 1443599534
AttributeReferenceID [int] = 3
AttributeAgentWorkMode [int] = 3 [AfterCallWork]
AttributeAgentID [str] = "Testing"
AttributeThisDN [str] = "13041"

'EventAgentNotReady' ('76')
message attributes:
AttributeExtensions [bstr] = KVList: 
		'AgentSessionID' [str] = "GBLK2TI3R12HV0P1K9PKB6SLRC000CGS"
AttributeEventSequenceNumber [long] = 371545
Time            = ComplexClass(TimeStamp):
	AttributeTimeinuSecs [int] = 741000
	AttributeTimeinSecs [int] = 1443599533
AttributeAgentWorkMode [int] = 0 [Unknown]
AttributeAgentID [str] = "Testing"
AttributeThisDN [str] = "13041"

The first EventAgentNotReady is from the request, since I've an option set in CME where default work mode = ACW.
 

Try to check the configuration of the "emulate login feature".