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CRS agent states

markotisler
Level 1
Level 1

‎04-11-2008 09:51 AM - edited ‎03-14-2019 02:04 AM

Hi,

in our setup, an agent initiates a call to CRS application on UCCX server. A CRS script then redirects this call to a customer selected from a database using Call Redirect step. Everything works fine, except the agent states, which are only Ready and Not Ready. Is it possible to somehow also achieve Talking state in this setup?

Thanks, Marko

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vmoopeung
Level 5
Level 5

‎04-17-2008 08:48 AM

Agent State Control. From the IPPA XML application, agents log in, log out, and make themselves

ready or not ready.

" Reason Codes. Agents can be configured to enter reason codes for not ready and logout using the

IPPA XML application.

The reason code can be edited.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/srnd/crs4.0srnd.pdf

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