Agent Ready & Wrap Up

[mightyking]

Hi,

I have a small call center with about 40 agents and some operators. When the agents are not available or it's after working hours the calls need to go to operators. The requirement is that the operators never go to "not ready" and "wrap up" states. They need to stay in "Ready" state all the time even  with RNOA. How can I accomplish this task using UCCX 10.6 with Finesse?

Thanks,

MK

[Jonathan Schulenberg]

The Time of Day step in the AEF script would need to transfer the call to the operators after hours. The CCX System Parameter Agent State after Ring No Answer would need to be changed to Ready for the RONA behavior you want. Changing that setting is system-wide and will cause the AEF script never to enter the Queued branch of Select Resource unless all agents are already on the phone.

[mightyking]

Hi Jonathan,

Thanks for the reply.

That's for sure that I won't be able to modify this parameter cluster wide. There're 40 other agents who will be affected by this change. I thought there's another way fulfilling this requirement. Please note the client has an Avaya Call Center which allows this option and they want to keep the same with Cisco UCCX.

Thanks,

MK

[Jonathan Schulenberg]

That setting cannot be changed per-team. You could deploy a second CCX cluster and integrate it with the same CUCM cluster but you'll need separate licenses for that.

[mightyking]

Thanks Jonathan,

If you allow me, I have another question for you. In the attached file the skills is followed by 2 pipes ( || ) before the Laboratoire. I know one of them is required to have but how can I get rid of the second one?

Also, in my script I am using "Get Call Contact Info" but don't seem to be able to get the name of the caller. How can I include the name of the callerr in the Finesse Call Variable Layout ?

Thanks,

MK

[david.macias]

You can't get the caller id name, you'll have to do a lookup to your CRM and pass that on to the Finesse. Where are you setting the skill, that's where the pipes are coming from.

david

[mightyking]

Thanks David,

The pipes are followed by the name of the CSQ. I don't seem to be able to find anything wrong with the name of the CSQ. Would you happen to have a sample script that looks up the CRM?

Thanks,

MK