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806
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Alert for Agent Not Ready after missed call

da1937
Level 1
Level 1

is there an audible or text alert to notify the agent that they are in "not ready" state. what is happening is they do not notice that they have been moved to a "not ready" status.

4 Replies 4

KRISTINE OBrien
Level 1
Level 1

I would be interested to find out if anyone has a solution as well. Or if there is a way to keep the agent in a ready state if they miss a call.

Hi Kristine,

Here is a good Cisco Tech Note that explains this functionality;

Change Agent State to "Ready" After Not Answering a Call

From this good doc;

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

Hope this helps!

Rob

Hey Rob,

Those instructions worked...Thanks so much for the help and quick response....

Kristine

I've never seen one, however if you're using CTIOS you might be able to custom code something that might fit your needs. Additionally, there might be something you can do with a CAD workflow, however I've never tried this either.

david

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