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Support Article

CPM62SP4[PegaCALL]Avaya WorkMode MANUAL_IN



The following has been specified in the PegaCALL manual:

MANUAL-IN – The agent’s work mode upon login will be set to Manual-In. After the first ACD call, the agent will be placed in an After-Call-Work (ACW) state. The ACD will not offer the agent another ACD call until the agent state is changed to READY.

At runtime, the ACW state switching only works at the very first call. All the subsequent calls, the ACW state switching does not occur and the status become Available straight away. Is this a defect? If not, how can this be achieved?


HFIX-22822 has been provided to address the issue. However, the developers has not deployed the fix and used a local change to overcome the issue. Within Avaya agents or skills there is a TimesACW setting. This setting gives the Agents maximum timeout period to work on their aftercallwork. The setting has been set to 1800 seconds. When an Agent has finished the aftercallwork, the agents can switch themselves into status Available.

Published July 17, 2015 - Updated October 8, 2020

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