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IP Phone Agent auto-login AND auto-ready

Hello, does anyone know 1. if it's possible for an agent to goto 'Ready' state as soon as they log in, and 2. how to do this? I've been searching through support discussions for a couple hours now and have found out how to make a URL key auto login an agent, but can't seem how to put them in the 'Ready' state automatically. I'd like to make the IPPA as simple as possible as my 'agents' have other jobs and will just be helping answer calls during periods of peak call volume.

While I'm asking, does anyone know if the IPPA pages can be edited so that I can change the 'State' softkey to just say 'Logout'? This is to remove a step needed to log out of IPPA. Again, I'm trying to make this as simple as possible, there should only be 3 states, 'Ready' - logged in and idle, in a call, and logged out.

Thanks in advance for the help!

Luke Whittall

1 REPLY

Re: IP Phone Agent auto-login AND auto-ready

Hi Luke,

1. For making your IPPA look very easy to access, you can use the Single button login.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008029e6d5.shtml

2. A> About going to Ready state after loggin in, i do not see any relevant info on itm however you can make them to go to Ready state after RONA (UCCX Admin->System Parameters->Agent State after Ring No Answer* )

B>From the Resources page (UCCX Admin->Subsystems->RmCm->Resources) keep the Automatic Available* in Enabled state.

Accept the default (Enabled) to automatically put the agent into the Available state after the agent finishes a call and disconnects.

Note     When a logged on agent in Ready, Not Ready, or Work state answers a call, the agent's state is subject to the Automatic Available setting. (See Creating a CSQ.)

C> On the CSQ page, keep the Automatic Work* in disabled state.

Automatic Work

Determines whether agents in this CSQ automatically enter Work state after a call. Options are:

EnabledCauses the agents to go into Work state automatically when a call ends.

Disabled (default)Causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent.

So the above three options will atleast bring them back to Ready state at different states in different call flows, but still doen't work for immediately after logging in.

Some other useful links,

https://supportforums.cisco.com/docs/DOC-2481

http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_configuration_example09186a00801c5765.shtml

Hope it helps.

Anand

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