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Change to CAD state and mulitline feature

Hi

I have some thought about agent  state when an agent is making an outgoing call, that I'd like some  feedback on as I'm trying to raise this as a request for change in  future releases. My main concern is that agent is not "not ready when  busy on outgoing call and that the "multiline busy" feature only works  one way.

Any  comment is welcome and perhaps chances for change is better if more  people support it. One the other hand it may just be a local request  which is not shared at all, so let me know what you think.

AGENT STATE:

The reason to request that CAD agent state is changed so that it’s not “Not Ready” when agent line us used for outgoing call are following:

1.    1. From a customer perspective the agent is not “Not Ready” when making  an outgoing call. The agent is busy, but present and able to see if  calls are coming into the queue in CAD and therefore able to end  outgoing call and go ready to answer queued calls

2.    2. From a reporting perspective the agent is not “Not Ready”, he might  be handling customer calls only outgoing. Reporting is incorrect and  really agents states should be something like:

a.    Agent is talking on incoming call on ICD line on device = Agent state is “Talking in”

b.    Agent is talking on outgoing call on ICD line on device = Agent state is “Talking out”

c.    Agent is talking on incoming call on other line on device = Agent state is “Talking other in” or “Busy other in”

d.    Agent is talking on outgoing call on other line on device = Agent state is “Talking other out” or “Busy other out”

4.    3. From a programming perspective, we usually check to see “if agents  logged in == agents not ready”. If that statement is true, then we  assume that all agent are not present and handle customer call  accordingly, ex. owerflow CSQ, supervisor alert or other special  handling. Presently agents making outgoing calls on agent line are  marked as “Not Ready” which might cause check above to give a misleading  result and thus wrong handling. If agents states defined above were  available as ICD stats in scripting, it would be possible to achieve  more precise handling of calls.

So "Not Ready" is when an agent goes "Not Ready" manually or is set to "Not Ready" by system when not answering call.

MULTILINE BUSY

Since  multiline functionality only works in one direction, agent needs to use  private line when doing outgoing calls, if he want’s to block the  system from being able to deliver calls on private line while doing  CallCenter related calls. This again means that agent is marked as “Not  Ready” with the problems described above. The multiline functionality  should be changed so that if:

a.    Agent is talking on incoming call on ICD line on device = Private line is busy

b.    Agent is talking on outgoing call on ICD line on device = Private line is busy

c.    Agent is talking on incoming call on other line on device = Agent state is “Talking other in” or “Busy other in”

d.    Agent is talking on outgoing call on other line on device = Agent state is “Talking other out” or “Busy other out”

Perhaps  this could be an optional setting on CSQ level so that it’s possible to  change according to need (country specific working methods for agents).

Also  it should be possible to disable that CAD pop’s up when private line is  used when multiline feature is activated. Currently it’s a major  inconvenience as this call may not have anything to do with the agent  and therefore there is no need to activate CAD and take focus from  present workarea.

Regards

Henrik

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