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Beginner

Agent Status

Hello

In IPCC Express 3.0,Is there a way to block the agents from changing their status and giving control only to the Supervisor to be able to change the agent status to Ready/Not Ready.Any suggestion would help.

Thanks

Anu

4 REPLIES 4
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Enthusiast

Hi Anu,

You can hide/remove the Ready/Not Ready Task button on Cisco Agent Desktop Toolbar by unchecking Visible option in Desktop Administrator under Desktop Configuration -> Work Flow Groups -> Agents->default->User Interface. This way you can block the agents from changing their status from ready/not ready, but the agent cannot go to ready state after login to CAD.

User Interface Setup functionality is not available in Standard Desktop Administrator.

For more details, refer the Cisco Desktop Administrator User's Guide from the below URL,

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/index.htm

Hope it helps.

Regards

Venkat

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That's great, Thanks so much.

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Venkat, you type too fast ;)

Jim

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Enthusiast

Anu,

The only way I see to do this is to go into Desktop Administrator, expand locations, expand the LCC, expand Desktop Configuration, expand Work Flow Groups, expand Agents, and then select the team (just default if there's only one team). Then click User Interface. On the Toolbar tab, it will list all the buttons the agents see (answer, hold, call, etc) including ready, not ready, work, and login/logout. Click each of the relavent buttons (ready, not ready in your case) and then uncheck the box that says Visible on the right side of the screen. After you do this for all the buttons you don't want to show up, then have all appropriate agents logout and log back in, they will not be able to change ready state, but the supervisor will.

Hope this helps,

Jim