I have a client that wants to set a different reason code upon logging into Agent Desktop. Right now, logging in causes the agent to immediately go into a NOT READY state without seeing a popup box. They are presently required to into the READY state, then re-select NOT READY and pick a reason code. The problem with this is that when they go READY, they have calls come in to the desktop. If there is no way to set the reason code, is there a way to set a delay between the time an agent goes READY, and the time that the agent is sent an inbound call?
The Cisco Agent Desktop suite is deployed as an integrated component of Cisco Unified Contact Center Enterprise or Cisco Unified Contact Center Hosted. For supervisors of agents, the Cisco Supervisor Desktop provides the management framework for monitoring, coaching, and training centralized or virtual teams.
Manages contact center environment and processes
Displays snapshots of crucial customer contact center metrics in real time
Alerts supervisor when contact center events occur that exceed defined thresholds
Monitors and records agent calls
Provides collaboration and intervention tools to help agents meet customer needs and call center objectives
For customer contact agents, the Cisco Agent Desktop provides a unified set of customer contact application tools in both browser-integrated and Windows-integrated editions:
Presents caller information in real time
Allows one-click automation of routine operations using the task toolbar
Provides performance reports that present snapshots of crucial metrics
Offers integrated business applications, providing easy access to customer data
For managers or administrators, the Cisco Desktop Administrator provides the ability to configure workflows and desktop settings, and integrate business applications in a packaged paradigm, with no programming required:
Allows effortless scaling of the Cisco Agent Desktop suite from single-site to multi-site IP-based contact centers
Offers an intuitive and GUI-based solution, decreasing IT dependency and supporting simplified customization, maintenance, and change management
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...