I am trying to figure out if there is a way to change from one Not Ready Code to another without going into a Ready state. We are on IPCC 7.1 using the Cisco CTI Toolkit 7.0.0. Auto-answer enabled and Wrapup time set to 20 seconds.
Here is an example:
-Agent completes ACD call
-System places agent into Wrapup (20 secs)
-Agent decides they need additional time, go into Not Ready and select a Not Ready Code (ie. Update Case)
-Agent's lunch time arrives while still in "Not Ready-Update Case", how can they shift from "Not Ready-Update Case" to "Not Ready-Lunch" without first going "Ready" and risk getting a call from the queue?