are we talking about UCCX or UCCE here? What version?
Once I got a similar request, a UCCE customer wanted to do the same thing. If an agent went to a specific NR state (backoffice work or something) it meant the agent is physically there at his desk so he might be able to take some calls. I warned the customer it might mess up historical reports plus it's not best practice to have such "hybrid" not ready states, meaning if one is Not Ready to take the call it means what it means. Anyway, I was sort of forced to do this (see, the customer is always right) so I implemented a simple script that filters out the Agent_Real_Time view in ICM and transfers the call if some conditions are met. You can implement a similar solution but again, it's against the logic of the call center as such.
Your best option is to enable "Automatic Work" at the CSQ level and the timer set with it (IF ENABLED), will set the Agent state to "Work" for the amount of Time defined at the CSQ level. - After the timer expires, the next state for the Agent will be determined on the basis of the "Automatic Available" setting for the agent. If "Automatic Available" is set to "Enabled" at the Resource Level, then after the Work Timer expires, Agent will go to "Ready" State.
Then change the company policy to "Your Fired" if you dont answer the phones - No just kidding - but seriously........
UCCX will not deliver call to not ready agent . That is for sure . but you can make changes in script and use redirect step to transfer the call to hunt pilot in CUCM and CUCM will transfer that call to Non-IPCC extension of agent
NOTE:- you cannot put IPCC extension in hunt pilot its not supported .
I have a similar question but with a twist. I am running UCCX 8.5.1 and have a few agents that are reporting that they are delivered a call from UCCX when already on another call that came from IVR. I spoke to the one agent who stated that her status was not ready while on the previous call and a second call came in. When she tried to put first call on hold to answer second call, she could not answer it. She was then flagged with a missed call.
Because we monitor and track missed calls pretty closely, she immediately reported it to her supervisor who stated that she was not the only one, but to open an internal case with me. I am at a loss as to how this is happening. We recently dropped maintenance on our UCCX platform to cut costs so now I cannot open a TAC case with out spending $$$
Actually, you can do the following (but again, I am sure you should not): build a proxy service, a simple application that proxies requests between the UCCX script and the UCCX database server. The script would issue a HTTP request to the proxy, and it would filter out the list of agents in a specific not ready state (see the definition of the AgentStateDetail table and also the Resource table) and would send back a neat XML object with the matches, which in turn, would be a list of extensions. You can then transfer the call to the agent.
Another way would be to use the CTI server of UCCX to change the state of the agent to Ready.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.