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CTIOS Agent state

Unanswered Question
Mar 2nd, 2012
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Hi,

Using Cisco CTIOS toolkit have Auto Answer with zone configured. Is it possible to move the agent State to Not ready after the wrapup is done? Then again agent make himself to ready status for next call?


Thanks,

Jayaprakash.

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justine.joubran Tue, 03/06/2012 - 07:19
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Hi Jayaprakash,


Not sure if it is possible to move the agent to "not ready" after every wrapup.


What is certainly feasible is to change the agent to NOT READY after every RONA (Ring On No Answer). This means that if the agent doesn't answer the call within a preconfigured number of seconds, his state will become NOT READY and the call will be requeued and transferred to the next available agent.


There are several useful posts on this forum, below is one of them:

https://supportforums.cisco.com/message/1047017


Hope this was helpful,

Justine.

david.macias Tue, 03/06/2012 - 07:59
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Not possible with out of the box.  Why don't you just make the work mode 10 minutes long?  That way the agent will have plenty of time to go ready when they are ready.  if after 10 minutes they will be forced to ready.


david

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