Need to move around "Not Ready" codes in CAD Agent

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May 4th, 2009
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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 :)



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That question has been asked before, and the answer was that it was not possible.

You cannot issue a request to change the not ready reason code without changing state to "not ready", and if you are in the "not ready" state, issuing the request to go not ready is most probably turned into a "no op" by the state machine on the server side.

You could use dynamic reskilling, remove the agent from their skills, go ready, go not ready with reason, then put the skills back - but what a crock that would be.



dimitrixkoz Mon, 05/04/2009 - 20:19
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TX Geoff,

you confirm my pessimistic view on that topic.

Looks like the customer will have either to change business process or to change the Agent Desktop (CAD) ...


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