check agent line status

Unanswered Question
Mar 13th, 2008

IPCC Express premium - 4.0(5)

Hi,

I have the following problem :

- when an agent puts him/herself in not-ready, his/her status is not-ready.

- when an agent is in a direct non-icd call, his/her status is also not-ready.

I want to find the difference between both scenarios from inside the script. I currently use the Get Reporting Statistic step to find the not-ready state, and place a call to the agents extension to find out of he/she is in a call. The call only takes second, but if the agent isn't making a call, then they have a missed call, which starts to get annoying.

Is there any other way to determine the "in call" status of an agent ?

Many Thanks

Nik.

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david.macias Thu, 03/13/2008 - 05:14

Have you considered giving your agents two lines? The first line is strictly for UCCX and the second line has DID capabilities. In this scenario it doesn't matter if they are on the phone or not. If they are set to ready, they will receive a call on their first line.

david

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