04-23-2008 09:38 AM - edited 03-14-2019 02:08 AM
Hi,
IPCC(Ent) v6.0 with CCM 4.1
Agents using CTIOS softphone.
When Agents have to switch the "Reason Code" from "lunch" to "Research", they always have to go back to a "READY" state in CTIOS softphone and back to "NOT READY", to pick another reason code. This poses a problem as the Agent can potentially receive a live call while in "READY" state.
1. Is there any workaround for this with the CTIOS Softphone option?
Thx
04-23-2008 03:33 PM
Please describe this a bit better. I haven't grasped your problem. Is this it? :
1. Agent logs in
2. Agent goes ready
3. Agent works for the morning session
4. Agent goes not ready - chooses "Lunch"
5. Agent comes back from lunch. Now instead of going ready you want to be able to change the not ready reason code without actually going not ready?
There are timers associated with the state - so it doesn't seem possible.
Regards,
Geoff
04-23-2008 11:31 PM
Hi Jay,
it was already asked, there needs to be a transition to ready to change the reason code, there are no other options available to deal with it otherwise, GED188 protocol is dictating the available agent state transitions.
Regards,
Riccardo
04-24-2008 02:44 AM
@Geoff : that s exactly what i meant!!
@Ricardo: I found a workaround, which would be to "logout" and add reason codes to the Loggout options. Question is only where i will get those reason codes in the reports!!
from CTIOS Developper Guide:
Logout Button: Clicking the logout button will send a request to CTI OS
server, to log out the currently logged in agent. For some switches, including
IPCC, the agent needs to be in the not ready state in order for this button to
be enabled. If Reason Codes are supported on the switch and configured on
ICM, a reason code dialog will pop up
04-24-2008 10:50 PM
That is one way of getting around but you don
t use not ready for lunch use logout with reason code lunch.
If you use the way you said then report will not calculate time that is logged out for research. Reports are only possible whilte the agent is logged in.
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