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2 agents issue

jdickinson
Contributor
Contributor

we have 2 agents that primarily make outbound calls, so they are in not-ready status most of the time.

Is there a way for them to make calls when they are in ready state or is there a way for the system to put them in ready state again after their call automatically?

4 Replies 4

dekwan
Cisco Employee
Cisco Employee

Hi Joe,

With the Finesse APIs, you cannot make a call in ready state. So, you would need to build a custom gadget to set the user into ready state after their call.

In your custom gadget, you would have to listen to when the call is ended and use the setState method to change the agent's state to READY.

Thanx,

Denise

nkobayashi123
Beginner
Beginner

Good morning

What about provide personal lines to those agents.?  Inform those agents to use the personal line to make outbound call and keep their state "Ready" while they are  making outbound call. 

NK

Be aware that 11.6 will support making calls from ready state.

Make Call from Ready will be via the Finesse UI only.  We won't have a corresponding API for it.

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