so the first one is super old, (I;ve been using it since 2.4) I am guessing the email one is newer i just realized it was there.
I am surprise Generic object doesn't have a separate one like it does for auto answer etc.
So the first one should related to everything, calls,, callbacks, chats, generic objects, etc. While the second should be isolated to emails.
I have never used the second one nor the first one with some where using Generic Objects. I don't have it enabled currently. But I may be able to test in my Dev environment and see the behavior unless others know.
You just add the parameter in the Server Parameter container.
------------------------------
ryan hedlund
Stericycle
------------------------------
Original Message:
Sent: 11-15-2020 22:04
From: Jayden Bradow
Subject: Agents who are transferred a generic object are unable receive ACD calls
Thanks for the reply @ryan hedlund
Does this parameter work for non-AC generic objects as well or is it specific to non-ACD email only?
Do you know where I can find some more information on where I can find these server parameters?
------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
Original Message:
Sent: 11-15-2020 21:56
From: ryan hedlund
Subject: Agents who are transferred a generic object are unable receive ACD calls
I think you want to look at these 2 server parameters:
ACDAvailableOnNon-ACD | Use this parameter so that agents are available for ACD interactions when on non-ACD interactions. To be unavailable, the agents must set their status to a non-ACD status. Set the parameter value to any value, such as Yes, 1, true,etc., to enable it. Without this parameter, or if there is no value entered for the parameter, then agents are not available for ACD when on non-ACD interactions. For similar email-specific actions, see the ACDAvailableOnNon-ACDEmail parameter. | ACD |
ACDAvailableOnNon-ACDEmail | Use this parameter so that agents are available for ACD interactions when on non-ACD email, for example, creating a new email from Interaction Desktop, or receiving a forwarded email. To be unavailable, the agents must set their status to a non-ACD status. Set the parameter value to any value, such as Yes, 1, true,etc., to enable it. Without this parameter, or if there is no value entered for the parameter, then agents are not available for ACD when on non-ACD email. This parameter is similar to the ACDAvailableOnNon-ACD parameter, but is email-specific |
------------------------------
ryan hedlund
Stericycle
Original Message:
Sent: 11-15-2020 21:48
From: Jayden Bradow
Subject: Agents who are transferred a generic object are unable receive ACD calls
Hi all,
When a generic object is transferred to an agent, the agent is unable to receive any ACD calls.
When a generic object is delivered via ACD to an agent, the agent can receive an ACD call.
Once an agent has been transferred a generic object, they must clear the generic objects from their queue before ACD calls will begin routing through to them. I'd like to understand why transferring a generic object prevents the agent from receiving an ACD call?
Does anyone have any thoughts on this as I have been scratching my head on this one for a long time.
#Routing(ACD/IVR)
------------------------------
Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
------------------------------