Thanks for your response, I commented a little better what is happening. I have an agent who is put in not ready state after a amount of time . What I need is to set (if any) a timer for the agent to put in not ready state only when they cannot responded to a call, nothing else .
Agents should stay ready unless a call is presented to them and they do not answer. By default, the system then puts them in to a not ready state. This is the only time agents should go to a not ready state without changing state bye themselves, or a supervisor.
If you want to change the status after RNA to ready, instead of not-ready, you can change this in system parameters. In appadmin go to System -> System Parameters -> Agent State after Ring No Answer
Brian, then the ONLY time in which the agent puts in not ready state is when they cannot responded to a call ? . The agent reported me that she was coming down after a amount of time and not ignore a call, is that possible?
I tried implementing your notification setup mentioned earlier in this post. However when I open the agent software, it does not open right away but instead hangs waiting for the CUCC Express server to open. After awhile my notification shows and then the application open when I hit ok to the notification.
What I think is happening is my notification is set to notify after 5 minutes. Because the agent opens in a not ready state, it is waiting 5 minutes, the poppping up the alert. When I hit ok and then press not ready - the agent green icon stays highlighted. Setup appears buggy.
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