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Support Article

PegaCALL After Call Work(ACW) manual override

SA-24549

Summary



The Out-of-the-box (OOTB) CTI bar provided on PegaCall 7.1.3 for the integration with Avaya AACC does not comply with Avaya Specifications. Although it implements the statuses Ready, Not Ready and  After Call Work (ACW), it is always possible to manually select ACW status.

According to Avaya, this has to be possible only in certain situations, normally after a call with when user has finished.
It is also the AACC who governs the availability of the ACW status, sending messages "ACW_CODE_ENABLED" and "ACW_CODE_DISABLED". The integration provided on Pega 7 does not seem to handle these properly, since the status is Always available.

In addition, the action set configured for this status does not send to Avaya any Status Code. The ACW status does accept these codes, the same way the NotReady status does, and it has to be possible providing such an "ACW Status Code" to differentiate between different types of After Call Work Status.


Error Messages



Not Applicable.


Steps to Reproduce



It is always possible to select ACW status.


Root Cause



This is how PegaCALL works. There are configuration options that should satisfy the expected behaviour.

Resolution



Regarding the After-Call-Work (ACW) mode. If an agent login with MANUAL-IN option, after the first ACD call, the agent will be placed in an After-Call-Work (ACW) state.

For the status monitoring, the below has been documented:

Suggest Edit

Published July 2, 2016 - Updated December 2, 2021

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