FINESSE - REASON

[Jhon Perez]

@david.macias 

Good morning companions

I have the following case.
I have UCCX version 11.6.2.10000-38 as well as Finesses.
There is a requirement that when an agent starts a session in a specific campaign, the system places it with the READY status automatically and does not have to intervene manually.

The only manual way is when you need to change status, to go to lunch, to the bathroom or for another need.

It is validated in the Finesses Administrator for the reasons and I cannot find the way to make the change so that when they log in they are READY at once.

The other query, there are several REASONs defined as: Manage Reason Codes (Not Ready) / Manage Reason Codes (Sign Out), some of which are identified as SYSTEM. I understand that the values cannot be modified since they are of a global type and the only thing is to modify the name of the label, is there any possibility that they can be adjusted so that when they are activated due to a connection failure; when re-establishing communication, the finesses is READY, without the need for the Agent to intervene to change its status manually.

Thanking you for your kind support.

[Gerry O'Rourke · Accepted solution]

I believe all of this would be possible.
You could create a headerless finesse gadget.

It would once loaded check the agent state and if the agent was in a "Not Ready" state (which it would be) - it could move the agent into a Ready State. Not sure this is a good idea!

Likewise the same gadget could get an event every time the agent state changes and if the agent state was a "Not Ready" with "Reason Codes X,Y or Z" then attempt to change the agent back into a Ready.
Since failures should be a rarity not sure this is worth it?

Finesse 11.6 probably doesn't support Headerless Gadgets - but you can have a tiny visible gadget - which doesn't have any actual content on it.

https://developer.cisco.com/docs/finesse/#!headless-gadget-configuration

https://developer.cisco.com/docs/finesse/#!sample-gadgets

Regards,

Gerry

[david.macias]

I'm not following it sounds like you have two uses cases:

1. When an outbound campaign starts, you want all agents to be set to ready.

2. When a failover happens you want all the agents set back to ready.

Did I get that right?

[bmachado]

Hi @Jhon Perez, it looks like the first requirement is to set the agent state to READY the moment agents log in. The system by design doesn't work or is anticipated to work that way. However, as @Gerry O'Rourke mentioned, you could build a custom gadget to move the state to READY the moment agent logs in. 

Similarly, for the second requirement, the custom gadget should help you to achieve the same. 

[Jhon Perez]

Thanks @bmachado for the comments.