We are trying to use a "Timer Action" in a particular workflow created in the CAD Administrator.
we need need to force "Not Ready" state when the contact call is dropped, wait for 20 seconds and then when the timer expire make "Available" the agent again, we are trying to make a "wrap up" time. We are using a unique agent desk setting.
When we try to implement this in an outbound scenario using Outbound dialer, we can force the first agent state to "Not Ready", but the timer action never applies. When the timer expires the agent never backs to the "Available" state.
We are using "Preview" as dialing mode for the campaign.
Somebody knows what's wrong?
Maybe we can't use timer action in order to force an agent state when outbound dialer is been used in "Preview" mode?
Thanks in advance