The Termination Call Detail record contains information about how a
call is handled at a peripheral. This document discusses why the After-Call
Work data does not appear from the WorkTime variable in a Cisco Intelligent
Contact Management (ICM) environment.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
WorkTime is the cumulative number of seconds of After-Call work time
associated with the call. After-Call Work includes post-call activities for
example, completion of paperwork or consultancy with associates. WorkTime is a
completed call time, not an agent state time.
WorkTime enables you to calculate duration in the
Termination_Call_Detail table and HandleTimeIn the ICM service and route
When you view the Termination_Call_Detail table for an Avaya Definity
G3 ACD, the After-Call Work data does not appear in the WorkTime
This issue occurs due to a configuration problem. One or more of these
registry values can be incorrect on the Cisco Peripheral Gateway (PG):
Note: Cycle the PG services after you make any changes.
Along with the registry key modification, you must set
/monitoragent n as the configuration parameter
(see Figure 1).
Complete these steps in order to set the required value in the
Configuration parameters field:
Click Start > Programs > ICM Admin Workstation >
The Configuration Manager menu appears.
Select Tools > Explorer Tools > PG
The PG Explorer window appears.
Select Avaya DEFINITY ACD.
Type /monitoragent n in the Configuration
Figure 1 – Set Configuration Parameters Through PG
When you specify this value for Configuration parameters, the PG no
longer monitors an agent who has logged in.