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  • 1.  WDE - Call Internal target, if internal target is in ACW

    Posted 01-29-2021 07:45
    Hello everyone,

    Just to confirm if bellow scenario is "by design" of WDE.

    We are trying to call internal target, but internal target (agent) is in ACW status. And presence of internal target in the Team Communicator is "Busy" and can not call him. But if internal target is in "NotRotready-with reason" status, calling him is possible.
    Intention or customer require to call internal targets (from within team communicator) despite the fact one is in ACW. 

    Is such scenario correct? Is there option or possibilty to enable to call internal target if one is in ACW?

    The goal is: agents want to call each other even if the other agent is in acw state.

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    Thank you very much for explanation

    Best regards

    Pavel

    #Omni-ChannelDesktop/UserInterface
    ​
    #Omni-ChannelDesktop/UserInterface

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    Pavel Broska
    Alcasys Slovakia a.s
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  • 2.  RE: WDE - Call Internal target, if internal target is in ACW

    Posted 01-31-2021 17:20
    Check out the option 

    teamcommunicator.list-status-reachable

    interaction-workspace Section (genesys.com)
    Looks like ACW isnt specifically an option, simply Busy, so would also make them available while on a call for internal calls.


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    Jason McLennan
    Commonwealth Bank of Australia
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    Original Message


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