Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

CRS agent states

Hi,

in our setup, an agent initiates a call to CRS application on UCCX server. A CRS script then redirects this call to a customer selected from a database using Call Redirect step. Everything works fine, except the agent states, which are only Ready and Not Ready. Is it possible to somehow also achieve Talking state in this setup?

Thanks, Marko

1 REPLY
Bronze

Re: CRS agent states

Agent State Control. From the IPPA XML application, agents log in, log out, and make themselves

ready or not ready.

" Reason Codes. Agents can be configured to enter reason codes for not ready and logout using the

IPPA XML application.

The reason code can be edited.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/srnd/crs4.0srnd.pdf

153
Views
5
Helpful
1
Replies
CreatePlease to create content