I setup a wallboard on our system that shows the agent state, whether they're talking, not ready, etc.. The problem is that when someone dials out it will always show them as "Not Ready" and not "Talking". When they receive an inbound call it shows correctly just not outbound. I tried several different ways to dial out, I tried using an outbound script and then tried dialing out like you would a typical office and each time it shows the state as "Not Ready".
Anybody have any ideas of how to fix this?
In CRS it appears to be recording the number of outbound calls being made accurately.
But don't you see the benefit in having it say "Talking" when a caller is actually talking? Maybe I'm crazy here but it makes a wallboard useless for any business that makes outgoing calls as well as takes incoming calls. We have a major problem with users not being a Ready state constantly so it's important to be able to discern between whether they're actually talking or in Not Ready. And plus as far as reporting goes it will get the total number of outbound calls but if you're doing an Agent State Summary it may show that an agent is in Not Ready 80% of the time when in actuality they're just making a lot of calls.
I ran into a similar issue when modifying the cisco wallboard and querying the database directly. I can't seem to find a way to show the correct agent state when making outbound calls from a not ready status. The agentStateDetail table contains their current state (eventType) and reasonCode but it doesn't appear to update to something like 32762 when they are on a call nor does a new record show up in that table when they make that outbound call. Is there any other field that can be referenced in the database or perhaps an update that correctly reflects this change. We're using UCCX Express version 7.0.1 SR04 ES02 Build 023 in a high availability cluster (HA). Thanks in advance.
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The short answer is that you don't.... That isn't entirely true while at
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...