we have a customer migrating from Avaya to Cisco IPCC using CAD Agent for Desktop solution.
One requirement is to be able to swap from one "Not Ready" code to another one, without having to go back to "Ready" mode.
It is important for the customer because of the Agent's KPI model, so they don't want to have the risk to get a new call in between the status change ("Not Ready" to "Ready" to "Not Ready" again)...
Has anybody been facing this requirement yet?
Any idea how to change the CAD setup to achieve that?
Could it be a Macro to RE-activate the "Not Ready" button or another application?
Thanks for your time :)