Automatic state from Work to Ready

[ldemanet]

Hello,

Is there a way to set agent's state to Work after the call and automatically back to Ready after a certain time (e.g. 20 seconds) of Work state? The agent wouldn't need to manually set his state to Ready after working time.

Thanks!

[sferland]

The response to your question is: yes and no

No, there is no built-in wrap-up timer to put back an agent to ready state when the option "Automatic Work" has been enabled.

But

Yes, there is a functionnal workaround for this problem. First, you need to disable the "Automatic Work" option. Then, you enable the "Automatic Available" option (set against the resource itself). With this option enabled, an agent will become ready automatically after each call. But, there is no delay between calls. So, you need to insert a delay step in your script.

Your script should be:

- Select resource (Option Connect set to NO)

- Selected

- Delay 12 sec.

- Connect

- Queued

-

Warning: Please keep in mind that this is a workaround. This will work fine if the delay is small. Do not put a big delay there (ex: 2min) Because the delay is put against the customer's call, all calls will receive it. This is very different compare to a wrap-up timer. Since the timer is put against the agent.

Good-luck !

Steven

[venkasub]

Hi,

Wrap up timer is not available in the current release of IPCC Express. This feature is on the roadmap for IPCC Express 4.0. Please contact the Product management team(ask-icd-ivr-pm@external.cisco.com) for roadmap details.

Regards

Venkat