This document was generated from CDN thread
Created by: Voiceops SSC on 23-11-2009 08:23:01 PM
Hi,
We have been playing around with CtiOs Agent Desktop (CAD) and understand that we cannot make calls unless the agent is in "not ready" state. However, we need to give agents the ability of making calls, with the push of a button, without changing their state to "not ready".
We are thinking of an intermediate state that we can send the agents to, when they click the dial button, that allows them to make the call. For example, if agents lift the handset, while in "ready" state, they are able to place the call and the CAD shows state="talking". We want to be able to provide the same functionality from whithin our application.
Can the "You must be Not Ready to make a call" feature be circumvented somehow? We are using the COMs that ship with CtiOs 6.0 to provide a CAD like functionality inside our application.
Thanks.
Subject: RE: New Message from Voiceops SSC in Computer Telephony Integration Object
Replied by: David Lender on 24-11-2009 01:59:30 PM
The Not Ready state requirement for Makecall is such so that there is no
race condition for UCCE sending an inbound acd call to an agent at the
same time the agent is attempting to place an outbound call.
Of course you can create your own dial button that ignores button
enablement but automatically puts the agent in Not Ready state when they
click it but before they enter the number (the final makecall button
wouldn't be enabled until the API confirms the agent is indeed in not
ready state by checking the buttonenablement events for dial. Note
however that circumventing button enablement is not recommended and
should only be done when your application accepts responsibility for
maintaining when it is permissable to perform different methods such as
makecall..
Subject: RE: New Message from Voiceops SSC in Computer Telephony Integration Object
Replied by: David Lender on 24-11-2009 03:04:47 PM
No, there is no way to make a call from the API on IPCC when an agent is
not ready.
Subject: RE: New Message from Voiceops SSC in Computer Telephony Integration Object
Replied by: David Lender on 24-11-2009 03:20:47 PM
Sorry for my typo. There is no way to make a call via the API on IPCC
when an agent is Ready. The agent must be Not Ready.
Subject: RE: New Message from Voiceops SSC in Computer Telephony Integration Object
Replied by: Voiceops SSC on 24-11-2009 02:30:30 PM
Thanks for the reply.
Problem is that sending the agent to not ready state affects her statistics and will show she was not ready for "X" amount of time when she was actually "talking". If I automatically send the agent to "not ready", then she will show an incorrect amount of "not ready" time at the end of the day (or month) when her supervisor checks her statistics. As we understand it, going not ready should be something agents do explicitly (we even require a "not ready" reason code for agents to go not ready).
Now, when an agent in "ready" state picks up the phone and makes a call, the CtiOs Agent Desktop immediately shows her state as "talking" and more importantly the time she spends on the call goes to the "TimeTalkingToday" statistic. She goes from "ready" to "talking" automatically. When the call ends she goes back to the state where she was before the call (ready on this case). Is there any way we can do the same thing when they click on the "dial" button?
Thanks.
Subject: RE: New Message from Voiceops SSC in Computer Telephony Integration Object
Replied by: Voiceops SSC on 24-11-2009 03:15:10 PM
ok then. Thanks for your replies.
