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_agent_preview_set_notready_reason

Section: Voice - User Terminated
Default Value: N/A
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.201.04

String representation of a numeric value. If you configure this option and if _agent_preview_timeout_set_notready = true, it will be used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent.

_agent_preview_timeout_set_notready

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, and if the agent does not accept or reject the callback preview invitation in time (defined in the _agent_preview_timeout option), the agent status changes to NOT READY. Additionally, if you configured the _agent_preview_set_notready_reason option, this reason is used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent. If false (default), the agent status will not change.

_trunk_group

Section: Voice - User Terminated
Default Value:
Valid Values: routing_point
Changes Take Effect: Immediately
Introduced: 8.5.201.04

Trunk Group from which the system can create a user-terminated (outbound/inbound) call. If you configured _agent_first_via_tg = true, this option is mandatory.

_agent_first_via_tg

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, enables the call dialing from the trunk group (configured in the _trunk_group option) in the following user-terminated scenario. When the trunk group dials the call to the customer, it makes a call to the agent first where the agent preview mode is disabled, and the agent can consult the call to the customer. Finally, the agent can merge the two calls. If the option is false, the call is dialed from the agent's DN.

_agent_preview_set_notready_reason

Section: Voice - User Terminated
Default Value: N/A
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.201.04

String representation of a numeric value. If you configure this option and if _agent_preview_timeout_set_notready = true, it will be used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent.

_agent_preview_timeout_set_notready

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, and if the agent does not accept or reject the callback preview invitation in time (defined in the _agent_preview_timeout option), the agent status changes to NOT READY. Additionally, if you configured the _agent_preview_set_notready_reason option, this reason is used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent. If false (default), the agent status will not change.

8.5.201.04

Genesys Mobile Services Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
05/18/18 Update X X

Helpful Links

What's New

This release contains the following new features and enhancements:


Resolved Issues

This release contains the following resolved issues:


Callback now includes additional options to support the scenario where an agent rejects the preview invitation or fails to respond within the _agent_preview_timeout time in Agent Preview mode:

  • If the _agent_preview_timeout expires, that is, the agent did not accept or reject the preview invitation in time, the agent status can optionally be forced to Not Ready, with a configurable reason code. See _agent_preview_timeout_set_notready and _agent_preview_set_notready_reason.
  • If the agent explicitly rejects the Preview invitation, this agent is excluded from further consideration as a target for this callback.

The new options must be added manually to your GMS Configuration. Note that the virtual interaction remains in the queue until confirmation is received from the agent desktop. (GMS-6372)


Operations for the Statistic Server close channel event are now completed when the open channel event starts processing. (GMS-6583)



Upgrade Notes

GMS now requires importing the latest GMS_URS_Strategy_85200_v2.64.1.zip strategy as detailed in the Callback Solution guide. See also the upgrade notes the Genesys Mobile Engagement Deployment Guide if you are upgrading from 8.5.1 or older versions.

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This page was last modified on November 16, 2018, at 05:17.