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Community Member

agent state not-ready during non-CUCCX related calls

dear all,

we just finished our first CUCCX implementation, however have some outstanding issues from which this is the first one that customer wants to be solved.

situation: during inbound calls an agent gets connected and his state correctly changes to talking, afterwards to work and then ready again.

however, whenever the agent receives a direct call on his phone or he himself sets up a call, his state changes to not-ready. we would like this state to also appear as talking. i'm aware that this has influence on reporting, however that part of the reporting is not within the interest of the customer since it is a small implementation (15 users) and he has no need to know how long agents have been not-ready during day.

any idea's or suggestions?

thanks allready.

cheers,

Dimitri

2 REPLIES
Cisco Employee

Re: agent state not-ready during non-CUCCX related calls

Hi Dimitri,

there are no SUPPORTED solutions to that, there are implications on allowing calls to be routed to agents that are having conversations on the IPCC monitored line, basically the overall routing mechanism can get in trouble and so for the extension status.

Agent needs to be in a not ready state if he is engaged on a call on his extension.

Regards,

Riccardo

Community Member

Re: agent state not-ready during non-CUCCX related calls

hi Riccardo,

thanks for your answer. will explain this to customer.

cheers,

Dimitri

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