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Contributor

Gadget update status via rest api to Talking

I know it's possible to modify the status from ready to not read etc... Can I modify to talking once a call is placed via my restful call out gadget?

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Cisco Employee

Re: Gadget update status via rest api to Talking

Hi Joe,

Nope. Going to TALKING is not an allowed agent state transition from a request perspective. UCCX/UCCE handles the transition to TALKING if the right criterias are met. When an agent goes to TALKING state, an agent state notification will be sent to the agent node.

Thanx,

Denise

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4 REPLIES 4
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Cisco Employee

Re: Gadget update status via rest api to Talking

Hi Joe,

Nope. Going to TALKING is not an allowed agent state transition from a request perspective. UCCX/UCCE handles the transition to TALKING if the right criterias are met. When an agent goes to TALKING state, an agent state notification will be sent to the agent node.

Thanx,

Denise

View solution in original post

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Frequent Contributor

Re: Gadget update status via rest api to Talking

Hi Joe,

You could have a Not Ready Reason Code like "Outbound Call" and set the agent to NR with that code before you place the call, then after the call you put it back to Ready.

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Beginner

Re: Gadget update status via rest api to Talking

Is there a way to program this to automatically change over to that programmed reason code when an agent sends a call out?

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Frequent Contributor

Re: Gadget update status via rest api to Talking

yeah you should be able to do this fully automated inside a gadget