Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Alert for Agent Not Ready after missed call

is there an audible or text alert to notify the agent that they are in "not ready" state. what is happening is they do not notice that they have been moved to a "not ready" status.

4 REPLIES
New Member

Re: Alert for Agent Not Ready after missed call

I would be interested to find out if anyone has a solution as well. Or if there is a way to keep the agent in a ready state if they miss a call.

Hall of Fame Super Red

Re: Alert for Agent Not Ready after missed call

Hi Kristine,

Here is a good Cisco Tech Note that explains this functionality;

Change Agent State to "Ready" After Not Answering a Call

From this good doc;

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

Hope this helps!

Rob

New Member

Re: Alert for Agent Not Ready after missed call

Hey Rob,

Those instructions worked...Thanks so much for the help and quick response....

Kristine

Re: Alert for Agent Not Ready after missed call

I've never seen one, however if you're using CTIOS you might be able to custom code something that might fit your needs. Additionally, there might be something you can do with a CAD workflow, however I've never tried this either.

david

379
Views
5
Helpful
4
Replies