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IPCC Express and status of the agent

When an agent did not answered an ICD call, the agent became "logout" and the call is returned to the queue. Could we modify that to change the status for "Not ready" instead of "logout". Thanks

2 REPLIES

Re: IPCC Express and status of the agent

The default behaviour is for the agent to be put in the Not Ready state if they do not answer a presented call. You can turn this feature off, but I have not seen where you can set it to Logout. Please see below for instructions to turn the feature off.

CRS 3.0

http://www.cisco.com/en/US/products/sw/custcosw/ps3651/products_qanda_item09186a008021df8d.shtml

CRS 4.0

1. Go to Appadmin -> System -> System Parameters

2. Change Agent State After Ring No Answer to Ready.

Hope this helps.

Brandon

Cisco Employee

Re: IPCC Express and status of the agent

On Ring No Answer the ICD agent goes to "Not Ready" state

Regards

Prasanth

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