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Changing Not Ready States in IPCC

I would like our contact center agents to have the ability to change Not Ready states without having to hit "Ready" which may possibly route them a call.

Any suggestions?

BT

9 REPLIES
Hall of Fame Super Silver

Re: Changing Not Ready States in IPCC

BT,

How else would you imagine this working?

Chris

New Member

Re: Changing Not Ready States in IPCC

Example - An agent is engaged in a training session that ends at the same time that they begin a lunch/break.

I would like the agent to go directly from one not ready state to another, without the need to have them hit "ready" which could possibly route them a call if a queue is present.

BT

Hall of Fame Super Silver

Re: Changing Not Ready States in IPCC

Got it.

Sorry, not possible without going to ready step first :-(

HTH,

Chris

Re: Changing Not Ready States in IPCC

You could theoretically do customize the desktop to do this, however the custom code would involve going to ready for a split second then going back to not ready. Pretty much doing the same thing the above poster mentioned.

david

Re: Changing Not Ready States in IPCC

I've tried this, and that "spit second" is long enough to route a queued caller to the agent.

If you try adding more than one agent state action to a macro button, it will not let you.

Also, just in case someone else suggests it, you cannot go off hook on your agent line while not ready, then make yourself ready. It tells you an active call is in progress.

If this worked, then you could just lift the handset and switch your agent state. The ACD functionality would be bypassed because your line would not be idle.

The short answer is, you cannot change your Not Ready reason code, while staying in Not Ready.

Anthony Holloway

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New Member

Re: Changing Not Ready States in IPCC

It seems like all of our proposed solutions or suggestions, which I very much appreciate, center around the Agent Desktop application. What if we took a different approach to changing Not Ready states and actually used the phone itself (dedicated Not Ready button) instead of the application?

Thoughts?

BT

Re: Changing Not Ready States in IPCC

And how do you propose the Agent could then choose a new Reason Code?

Anthony Holloway

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Re: Changing Not Ready States in IPCC

Ultimately, it's the CTI server which keeps track of your agent states. Regardless of it being a desktop or a phone.

david

New Member

Re: Changing Not Ready States in IPCC

I was looking into this also. This would be a nice feature to have. We have the need to change reason codes without them having to take a call if callers are in the queue.

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