IPPA (Cisco IP Phone Agent) Ready/Not Ready State question

Unanswered Question
Oct 22nd, 2009

Currently using CCX 7.0

By design Cisco IP Phone Agent (IPPA) goes to "not ready" state when a call is missed. Is there a way to keep those agents up even when the calls are missed? (without turning on the "always ready" in CCX as it messed up with Linear queuing)

second question, is there a way to show the agent status on the phone at all times? (without needing to press the service button)

Third, is it possible to run a script to "ready" the agents periodically (let's say every hour)

The problem I am trying to address is that users of IPPA don't know if their agent state is ready or not and I am looking for a way to show that on the phone. (or keep them permanently logged in)

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Overall Rating: 4 (2 ratings)
Jonathan Schulenberg Thu, 10/22/2009 - 17:09

1) How would you propose CCX keep the agent ready but not "mess up the linear queuing"? This is working as designed: if the agent is ready, they will be offered a call. You can't have it both ways.

2) No.

3) No. You can use Supervisor Desktop but must do it manually.

You can set the phone's idle URL to IPPA which will keep pulling it to the foreground after X period of inactivity as a reminder to the agent.

tlo@hpu.edu Thu, 10/22/2009 - 17:35

for number 1). Could the agent automatically go to "ready" state after x amount of minutes?

For that last part, do you have any URL or instructions on how that could be done? It will be a great help.

Jonathan Schulenberg Fri, 10/23/2009 - 13:12

No. For RNA the options are to go Not Ready or Ready.

Set the Idle URL on the phone's configuration to the same as the IPPA service URL. Adjust the idle timeout as needed.


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