OSCC V8 Automatic Post Processing user settings

[jallen0916]

We've enabled a few users for a 5 second Auto post processing/wrap up, to give them a breather between calls. It's not working. I have a ticket in with Siemens, but I thought maybe someone here may have some expereince with this problem. I read the help so I checked to make sure Autowork was disbled on the HiPath. I have a couple of timestampts from the users. Is there a place in the logs I can look at?

Thanks

 

[donb01]

I have V7 and 3 months away from getting V8. I set up autowork when I create each user in OSCC and specify the number of seconds. I don't change anything on the switch. Unless it's A V8 thing I don't have any problem with it.

I don't poke around in the main preferences of the OSCC very often, but I am wondering if there is a global "enable" switch someplace for autowork.

 

[jallen0916]

There is nothing globally in OSCC related to Autoworks. The only mention of Autowork is in Help is to make sure Autowork is turned off in your communication platform, which I interpret as make sure Autowork is turned off on the station (IP Phone in this case) that the ACD user is logged into. But now I'm thinking globally in Hipath possibly?

 

[donb01]

I just went into ACDAPP to look at my switch config for the ACD agents, and I don't have autowork configured for any of them. Normally the switch programming only takes over if no heartbeat is seen from the OSCC, but there are some strange circumstances I have had to allow for where that is not completely true - like in the "backup routing" on the 4000 I had to put a 5 second delay in AFTER the first "If Heartbeat then Route to OSCC" statement in each backup ART to give the switch time to actually give control to OSCC before it continues on down the ART as if there is a failure. The very well educated tech I work with says if the first announcement or music or whatever comes immediately after the switch could transfer the call to the recorder port before OSCC tries to grab the call and it can cause calls to be dropped during peak times.

In the OSCC though, all of my agents have autowork enabled - I usually use 15 seconds and figure if they need more than that it gives them time to hit unavailable before the next call arrives.

 

[jallen0916]

I just figured it out. Post-processing works just fine on inbound calls. I can see it in the OSCC User activity logs. Following an Outbound call(a.ka. initiated contact), auto-post procesing does not happen. I'm sure this is by design, its optimized for inbound Call Centers. We have one group that makes a lot of outbound (dispatch) calls also. I guess they'll just have to live with it.