CAD - How can I do a automatic Not ready state after a period of time?

[Zapparoli]

Hello guys, my name is Eric and i have a hard question. I use Cisco Agent Desktop and i want  to create a function that after 3 hours using the CAD, the agents gets a automatic not ready state. The second way is to logout, but the first way is not ready state.

How can i do a automatic not ready state after 3 hours?

[Gabriel Saavedra]

Hi Eric,

If you have an UCCX 7 you can force the agent to be not ready or logout at certain hour at certain days of the week. In the desktop administrator you have to setup a work flow with the event time of the day, the rule would be the hour and day or days that you want, and the action would be to make the agent be not reay or logout completely from the CAD.

Gabriel.

[Zapparoli]

Ok. But isn't UCCX, I have UCCE 7.5. It is a Enterprise version.

Somebody Help Me!!

[Daniel Oflaherty]

Are you using IP-IVR or CVP with UCCE? If you are using IP-IVR it works the same way as UCCX, only the change would be made under Workflow in Desktop administrator on the CAD server rather than the IP-IVR server. (IP-IVR is UCCX)

[geoff]

Are you using IP-IVR or CVP with UCCE? If you are using IP-IVR it works the same way as UCCX, only the change would be made under Workflow in Desktop administrator on the CAD server rather than the IP-IVR server. (IP-IVR is UCCX)

Actually it doesn't matter what IVR you are using - IP-IVR or CVP, or a TDM IVR.

If you have CAD, then use the Desktop Administrator to create the Agent Management workflow.

Regards,

Geoff

[Zapparoli]

Ok Geoff, thanks. But how can i create a Agent Management Workflow?? Can you teach me step-by-step how can i create it? Because i want that the agent gets not ready state after 3 hours using the cad, but with the Agent Management Workflow i can do with definied time, for exemple, 18:35 takes not ready, but i want after 3 hours using, and not with a static time.

Thanks,.

[geoff]

Agreed. I can't see a way to do this.

You have the Time of Day event - as you say. At a fixed time of the day on a certain day (M-F) you can make something happen - i.e. if in the ready state, go not ready.

Regards,

Geoff

[Aaron Harrison]

I'll bite... why would you want agents to be forced into Not Ready after three hours?

Aaron

[Zapparoli]

Because it's a kind of rule here in Brazil.

If anyone solve this problem, contact me please.

Thank you very much