Hello Team,
a business partner is using our DMCC.net API in order to manage incoming calls from the Agent desktop through a custom toolbar.
We are experiencing the following behaviour:
when the CTI application terminate the call the Agent doesn't go into the ACW state even if the Communication Manager is configured to do so.

The behaviour is different if I use the telephone to manage the call.
In this case, after the Agent hangs up it goes into ACW before returning available.

Questions:
1) does the ACW state should be forced by the CTI application?
2) if yes, which is the DMCC function that should be used to do so?

thanks for your support.
Roberto

1) does the ACW state should be forced by the CTI application?
If Communication Manageris configured to automatically move the call to an ACW state when the call terminates, it should not make a difference in how the call terminates (CTI vrs Handset). If it is then I view it as a CM product issue. In order to troubleshoot this we would need quite a bit of information from you. Will you open a DevConnect Technical Support Request ( https://www.devconnectprogram.com/ticket/technicalTicket ) and provide AE Services and Communication Manager release information (swversion at a linux prompt), and screen shots of the configuration you have in place to automatically put the agent into ACW state. Also provide the CTI method the application is using to disconnect the call at the agent (enabling TSAPI tracing and capturing a g3trace may be the best way to do that - one mechanism is described in this FAQ - https://www.devconnectprogram.com/site/global/products_resources/avaya_aura_application_enablement_services/support/faq/tsapi/index.gsp#10 . Alternatively a DMCC trace Call Control set to FINEST would also suffice )

2) if yes, which is the DMCC function that should be used to do so?
Moving the agent automatically to ACW is a Communication Manager behavior so the choice of DMCC method shouldn't be necessary.

Can you reproduce this problem in a lab setting with the DMCC Dashboard?

How does the CTI end the call? Does it use ClearCall() or something else?

In DMCC
1) ClearCall() is INTENDED to be used when a call is in AlertingState(Ringing)
2) ClearConnection() is used to end a call.

What mechanism should make the agent ACW - is it something like timed ACW, or is the agent in Manual-In mode or what?

Martin