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IPCC - Auto Ready Status

Right now, when the agents hang up with a customer, they are forced into "Work" state.

They want to be put into "Ready" status as soon as they hang up the phone, how can this be setup?

We are using an IPCC Server and using Desktop Agents.

1 REPLY
Hall of Fame Super Red

Re: IPCC - Auto Ready Status

Hi Chris,

This behaviour can be changed by following the steps in the attached document:

Why Does Cisco Agent Desktop Go into Work State after Finishing a Call and Disconnecting

After the Agent finishes a call and disconnects, Cisco IP Integrated Contact Distribution (IP ICD) puts the agent in the Work State Ideally, the IP ICD should put the agent in a Ready State when the agent finishes a call, Instead, the agent is placed in the Work State. The agent then has to manually put themself into the Ready State.

Here is a link to the actual doc:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c954b.shtml

Hope this helps!

Rob

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