This document was generated from CDN thread
Created by: Shobhit Sinha on 28-05-2013 06:35:13 AM
Need configuration assistance to achieve: CVP 8.5, ICM :8.5,CUCM 8.5
1) Restriction of codes on CTI OS Client. E.g: When Agent choose Not ready state for Lunch then after 45 Minutes it goes to Ready state automatically.
2) Only Supervisor can change the reason code not the agent.
3) Wrap up codes for Agents. (Ticket Integration)
Subject: RE: New Message from Shobhit Sinha in Computer Telephony Integration Object
Replied by: David Lender on 28-05-2013 09:23:35 AM
Regarding your questions:
1) Restriction of codes on CTI OS Client.
E.g: When Agent choose Not ready state for Lunch then after 45 Minutes it goes to Ready state automatically.
There is no configuration for this. You would have to code this in your agent desktop.
2) Only Supervisor can change the reason code not the agent.
There is no configuration for this. You would have to code this in your agent desktop.
3) Wrap up codes for Agents.
There are no codes. Applications can set wrapup data which is a string. These are not configured in UCCE.
They need to be handled by your application.
