Auto Ready after Missed Call?

[devils_advocate]

Hi

This is going to be a yes or no question.

If an agent misses a call, CAD puts them into Not Ready status which means they can miss calls if only one agent is logged in.

Is there a way to force them back ready again after X amount of time once they get to not ready after a missed call?

Thanks!

[Deepak Rawat]

Go to CCX Administration >> System >> System Paramters and change the Agent State after Ring No Answer parameter to Ready. Once you will change this parameter whenever call will go RNA for the agent, system will set him/her to Ready straightaway.

Regards

Deepak

[devils_advocate]

Hi Deepak

Thanks for taking the time to reply, presumably this is a global setting and will apply to all agents in all queues?

Thanks

[Deepak Rawat]

That is correct, this is a global setting and will impact all the agents irrespective of the fact which CSQs they belong to.

Regards

Deepak