Difference between logout and not ready state CAD

[aubert ciavaldini]

Hi All,

Can you tell me the difference between logout and Not ready state on CAD?

Logout state on CAD => the call is dissuaded.

Not Ready State on CAD =>  the call is dissuaded or not or in queue?

Thanks a lot for your reply.

BR

Aubert

[Chris Deren · Accepted solution]

Both states would not present a call to the agent, the main difference is around reporting and workforce management.  With logout state the assumption is the agent is completely out of work and no tracking of any kind would take place on CCX/WFO side. With Not ready the assumption is that agent is temporarily unavailable but duration in this state is tracked. A lot of call flows are built to check if there are agents logged in with the assumption to allow to queue calls if agents are in either ready/not ready/busy state, however if no agents are even logged in it makes no sense to even queue the call.

[aubert ciavaldini]

Hi Chris, Chakshu

Thanks a lot fo ryour explanation.

I have an another question on Substring in a UCCX script (see fille attched) and I don't understand if this party.

Can you please help me with an example?

Set CallingNumber = 0600000000

CallingNumber 0 = CallingNumber.substring(1,4)

ResVal2 == “91”

Set ResVal2 = CallingNumber0.substring(0,2) 

ResVal3 == “920”

Set ResVal2 = CallingNumber0.substring(0,3) 

BR

Aubert

[aubert ciavaldini]

Hi Chris, Chakshu

For imformation this script is used for incomming call with caller ID.

BR

Aubert

[Chakshu Piplani]

Hi Aubert,

As per my understanding if the calling number is "" ( null value), we are setting calling number to be 0600000000,

After that call treatment is to pull out few digits from the calling number.

we are now setting calling.number0 a variable and pulling a part of the string from Calling.Number and we are pulling the substring(1,4) which means extracting the value between two specified indicators , over here its 1 and 4, so lets say calling number we got was null and we set it to 0600000000 then after hitting this substring step we are setting the value to calling.number0 to 600.

How we got 600, here is the link:

http://www.w3schools.com/jsref/jsref_substring.asp

hit "Try it yourself" button, it will become much clear.

further we are setting value of Resval2 and Resval3 and picking substrings of calling.number0

after getting values in Resval2 and Resval3 we are checking if Resval2 is equal to 91 then set FPZ to 12 and send the call to FPZ label, false go to 92.

Hope this helps.

Chakshu

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[aubert ciavaldini]

Hi Chakshu,

If I understand:

Calling.number0: 09125xxxxxx
Calling.number0 = CallingNumber.substring(1,4)

The system retains 912 and the '0' is removed.

For ResVal2=CallingNumber0.substring(0,2)
For the same calling.number0, the system retains only 91.

For ResVal3=CallingNumber0.substring(0,3)
For the same calling.number0, the system retains only 912.

Thnaks a lot for your reply.

BR

Aubert

[Chakshu Piplani]

You got it man.

Cheers,

Chakshu

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[aubert ciavaldini]

Hi Chakshu,

Ok, sorry, I don't understand your reply.

thanks a lot.

BR

Aubert

[Chakshu Piplani · Accepted solution]

Hi,

Agent goes

Not Ready when => Break, team meet,Lunch, etc.

Logout => End of shift,PC issues etc.

Like Chris stated its used more for reporting, you can configure reason codes as well to sub categories Not Ready and Logout.

Regards,

Chakshu

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[aubert ciavaldini]

Hi Chaksu,

thanks for your reply and your help.

BR

Aubert