[Woops!] AgentState have to chage like from "NotReady" to "NotReady"
We are building IPCC with ICM 6.0 SR3, CCM 4.1, IVR 3.5(3). Our customer requires that agent can change own status from NotReady to NotReady. That is to say, they configure some reasoncode for NotReady state, and agent change NotReady(ReasonCode=111) from NotReady(ReasonCode=112), then managers have to know that that agent changed NotReady(ReasonCode=111) from NotReady(ReasonCode=112).
Do you have any idea? It's big problem to me. Help me.
Re: [Woops!] AgentState have to chage like from "NotReady" to "N
when an Agent is NotReady [at SCCS] PIM reports OPC as AS_WORK_READY. This is causing
problem in "AgentsReady" in real time data.
AgentsReady [whic is used in MED calculation] counts number of agents who are actively
working, and excludes agents that are logged out, not ready or are about to be not ready. It includes Agents that are AS_AVAILABLE,AS_TALKING, AS_HOLD, AS_WORK_READY, AS_RESERVED. This means it excludes agents that are AS_NOT_READY, AS_WORK_NOT_READY.
Since PIM updated an Agent state ( which is Not Ready at Symposium) as AS_WORK_READY, ICM counted under "Ready" in real time data.This is the design intent of Symposium PIM to update an Agent state of "Not ready" as AS_WORK_READY to OPC. The reason for this was to have a way for the Symposium Agent to indicate that he is doing after call wrap up work --
Symposium does not have an explicit state for wrapup.
Customer should encourage agents must put themselves into "Not Ready Walkaway" state when they are not ready (going on break, etc.)
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
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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 ...