Hello,
I'm trying to send call work codes via DMCC app.
Okay from Pending for ACW state, but cannot do this in ACW state.
For this, phone needs to stay off-hook for ACW state.
https://www.tek-tips.com/viewthread.cfm?qid=1785965 To enter call work codes, the agent must be off-hook and either:
- On an ACD call
- In ACW mode after disconnecting from a call while in Manual-In mode remaining
off-hook
- In Timed ACW after disconnecting from a call while in auto-in mode
- In auto-in mode and pending for ACW mode
The CTI functionality (call answer, call closed) is controlled from a Workspaces Widget in my scenario, therefore I'm not sure how off-hook state is controlled from there also.
So it is possible to set the off-hook option via dmcc to enter the call work codes after releasing the call, in ACW ?
If I put the station off-hook to stay like this forever call work button will work (C:\ will be prompted), but obviously this is not a solution
Playing with setHookswitchOnhook method to set the station off-hook after call is released (before pressing the work-code button via dmcc )will not resolve the problem ( will only prepare the station for a new call, this is normal )