CRS 3.1 Changing agent states

[robb.allred]

Can a supervisor, using supervisor desktop, change the agent state for agents using IP Phone agent?

Thanks

[venkasub]

Hi,

Yes, the supervisor can change IP Phone agent state.

Take a look at the section "Changing Agent State" from the URL

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/super/deskug.pdf

Hope this helps.

Regards

Venkat

[robb.allred]

Hi Venkat,

I know this works if the agents are using CAD, but with the IP Phone Agent, there are limits as to what the supervisor can see - such as agent statistics. Does the ability to change states apply to the IP Phone Agents as well as CAD?

Thanks

[venkasub · Accepted solution]

Yes, it is possible to change the IP Phone Agents state from supervisor desktop (CSD).

Regards

Venkat