agent not ready status

[pathyilbinu]

Hi all,

When agent in ready mode, any internal incoming calls which is unanswered  (from another agent or supervisor ) put them in not ready mode (we know its the normal Call centre  behavior -RNA) , as per our customer they need only the calls from customer ( only for the skill group calls) should make the agent not ready status in case of no answer  and

extension to extension calling agent should not go to not ready mode

Appreciate if anyone suggest a work around for this requirement-

[pathyilbinu]

our set up (version) as follows

ICM 7.0_SR4;CTIOS7.0(0)SR2& ES13/ES25

CCM4.1(3)SR4d

CVP3.1(0),SR2 & ES3

[Kris Lambrechts]

Agents should never receive any calls to their agent extension that were not routed through ICM. You should prevent your agents / supervisors from being able to call eachother on their agent extensions.

To solve the customer's specific requirement, you can configure a 2nd line on each IP phone which agents and supervisors can call to reach eachother directly. ICM won't monitor this line so whatever happens on it won't affect the agent state.

[pathyilbinu]

Thanks a lot Kris for your comments !!