Agent State After Ring No Answer

[Pasha Teplitsky]

Hi,

I know that currently it is only possible to change the value of the agent's state after he doesn't answer a call at a system level.

I have a request from the customer to have this value different for different CSQs.

Does anyone have any creative ideas on how to overide this setting?

Is it on the roadmap to make this option available at a queue level?

Thanks in advance.

[Anthony Holloway]

Perhaps you can use CAD IPC actions to send events to a local listener, and then have that local listener send keystrokes to the CAD window to manage the Agent state.

Here's an example of a local listener written in ruby:

Demo: http://www.youtube.com/watch?v=88E-z0ShlFE

Source: https://supportforums.cisco.com/message/3041806#3041806

This is very somewhat complicated, but creative none the less.

Good luck.

Anthony Holloway

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[Pasha Teplitsky]

Hi Anthony,

Thank you for the lead.

I will look into this.

[jeroen1964]

Where I do the select resource step in the script I set the time out to 10 seconds to affect the amount of rings before a RONA occurs...this value can be different for each CSQ. Is this what oyu mean ?

[Pasha Teplitsky]

Not quite.

What i need is that in one queue, after an agent doesn't answer, he will go to Not Ready state.

in another queue i need that after the agent doesn't answer he will stay in a  Ready state.

[Leo Salcie Tejeda]

Hi Pavel,

Did you find a solution? Somebody told me to setup call forward not answer on each agent so call will be "answer" but at the end didn't work for me...

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[Pasha Teplitsky]

Hi leosalcie,

I understood the idea but Forward no answer to whom??

[Leo Salcie Tejeda]

To the queue again (Trigger Number). Al least for me this didn't work.

Regards

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[Pasha Teplitsky]

But in this case you lose your number in the queue, and start all over again..

unless you write some script that remembers the "calling #" and prioratize this call.

And then again, what happens to direct calls which do not go through UCCX??

[Leo Salcie Tejeda]

In my case, I have two lines (1 ACD Line and 1 Personal line) so for the Personal Line (receiving all additional calls)  you will need to setup FWD Busy wherever you want.

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