Changing Agent State to Not Ready in a Call Routing Script.

[mseebeck]

Is there anyway to change an Agent's State to Not Ready from a Call Routing Script?  We are interfacing with an SAP desktop client that intercepts a call that was sent to an agent and sends it to another destination if the agent has too many tabs in SAP open.  SAP does not try to make the Agent NOT READY as a RONA will.  Has anyone done something like this with custom development?

Michael

[Rolando Valenzuela]

Not sure if it is possible, but why dont allow the agent to manually switch to "not available" or you can set a window between calls, one or two minutes should help the agent to close tabs.

[mseebeck]

In cases where the call is coming back to the same agent the agent does not have time to click on not ready.  Once they figure out what is happening they can close SAP TABs to recover.  But if they have walked away from the desk and left the state in Ready they can get sequential calls that are auto answered and when they hit the 6 TAB limit the calls cycle back to them very quickly and are intercepted so fast that they cannot answer them even with the auto answer.

Not sure how to set a window between calls after the call has been routed.