ip-agent not able to enter work codes while in after-call

[alienpotato]

We have an issue when we connect to our ACD using ip-agent. We can enter work codes during a call but not after the calling party hangs up and the agent is in after-call mode.

Anyone got any ideas? I have looked around but didn't find much info on this and we have a call in with Avaya.

ip-agent R7.0.21
ACD R3

 

[wildcard100001]

Try changing the Service Link Mode setting to permanent on the station in question. test it out...

Thanks,

Wildcard

 

[alienpotato]

Thanks, I will give that a go.

 

[alienpotato]

Unfortunately that didn't resolve the issue.

 

[wildcard100001]

did you try using the dial pad from within the application?

Thanks,

Wildcard

 

[alienpotato]

Yes. When I press the work code button the "light" flashes and then goes off instead of lighting like it does during a call.

 

[wil19148]

Is the agent pressing ACW before the call is released? It's my understanding that if they press ACW while the call is still active they should be able to enter a work code while in ACW.

 

[AWYNOne]

With only one exception, the call work code can only be used when an agent is on an active call. When the call disconnects, CWC is no longer valid.

The exception being, the system must be provisioned for TIMED ACW. If it is provisioned and used, the CWC can be entered while agent is in ACW state.

 

[alienpotato]

Yes the system is set to go to a 2 minute ACW state. Agents can enter work codes after a call on physical phones. The problem only occurs when the agent is connecting with IP Agent.