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.
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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 tables.
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 variable.
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 > Configuration Manager.
The Configuration Manager menu appears.
Select Tools > Explorer Tools > PG Explorer.
The PG Explorer window appears.
Select Avaya DEFINITY ACD.
Type /monitoragent n in the Configuration parameters field. Figure 1 – Set Configuration Parameters Through PG Explorer
When you specify this value for Configuration parameters, the PG no longer monitors an agent who has logged in.