ICD Phone Agent

[SEAN NILSEN]

Anyone know of a way to disable the "auto logout/auto not ready" feature of ICD. The one where if a call rings an agent and they are logged in but not at their desk or don't answer that they are put into a not ready state.

If someone knows how to disable it that would be great. I seem to remember that there was a config file that needed to be modified, but can't recall what the change was.

Thanks.

[trailman73]

Step 1 On the Cisco CRA Server, open the SubsystenRmCm.properties file (the default directory path is C:\Program Files\wfavvid.)

Step 2 Change the com.cisco.wf.subsystems.rmcm.agentUnavailRNA setting to:

false—if you want ICD agents who do not answer a call to return to the Available state.

true—if you want ICD agents who do not answer calls to go Unavailable. This is the default state.

Geoff

[SEAN NILSEN]

Rock on... thanks!