We have Finesse 11.5(1) version.
I want to able the supervisor to change the agent status from reserved to ready / not ready state. Is it possible? How can I do this?
from "Cisco Finesse Web Services Developer Guide"
The following statements apply to a supervisor using this API to change the state of an agent or other supervisor:
A supervisor can only set the state of another user to NOT_READY, READY, or LOGOUT.
A supervisor can set the state of another user to READY only if that user is in RESERVED, TALKING, or HOLD state.
A supervisor can set the state of a user to LOGOUT only if that user is in READY, NOT_READY, RESERVED, RESERVED_OUTBOUND, RESERVED_OUTBOUND_PREVIEW, TALKING, HOLD, WORK, or WORK_READY state.
A supervisor can set the state of a user to NOT_READY only if that user is in READY, WORK, or WORK_READY state.
When a supervisor uses this API to set the state of a user to NOT_READY, a reason code must not be used. If a reason code is provided, Finesse rejects it and returns a 400 Invalid Input error. Finesse sends a hard-coded reason code to indicate that the state change was performed by the supervisor.