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New Member

Not Ready reverting to Ready

CCM 4.1

Cisco Agent Desktop 4.5.5

An IPCC agent is reporting selecting "Not Ready" - only to find that (sometimes) the system reverts back to "Ready" status. It's fine when agent is close enough to notice, but when working away from the area - the system is trying to send calls to an unattended IPCC extension.

This causes IPCC reports to show agent was Ready and didn't handle calls - when in fact the agent had selected "Not Ready".

Any ideas how this is happening? Any ideas on how to keep a "Not Ready" agent in not ready until that agent selects "Ready"?

Thank you -

Nat

3 REPLIES
New Member

Re: Not Ready reverting to Ready

Hey thanks, I checked out the link you posted.

The other day, I found something that might explain an agent status being automatically changed by the system.

This was in the Cisco Unity Desktop User Guide for Cisco Desktop Product Suite 4.5.5 (ICD) on page 16:

Not Ready - You are not available to receive routed calls. If you receive a NON-ROUTED call you are automatically put into the Not Ready state and then returned to the previous state when the call ends.

Where are the settings that control this feature located? In early implementation - our agents were complaining about the system automatically changing their status from Ready to "Not ready" (they weren't answering some of the routed calls within the allotted time frame). Our vendor was able to stop this, and I think we now have the opposite problem of the agent line now changing automatically to "Ready" after being placed by agent in the "Not Ready" state. Wonder if a NON-routed call ringing to an ICD line in Not Ready status - is triggering the system to return the line to a "Ready" state.

This is a problem when the agent is away from the phone, unaware that the calls are now being sent to the ICD line that was suppose to be in Not Ready.

Nat

Blue

Re: Not Ready reverting to Ready

There is a global setting to disable marking agents "Not Ready" after they have a missed call. Generally this is not recommended and agents should be trained to make themselves Not Ready when leaving their workstation.

Follow the directions in the link below to disable this from happening:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

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adignan - berbee

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