I have a customer that typically only runs 1-2 agents in a queue at a time. These agents are constantly off doing other tasks. One thing that they complain about is that when they get back to their desk, CAD is in "Not Ready" due to a call having rung to their phone. I know that this is far from an ideal setting for a Call Center App to be running, but, I had an idea.
Anybody have any idea if I could ring the agent's phone, pull it back on RONA, but instead of making them not ready, stick them in a "Work" state for 30 seconds or so, them make them ready again. I am not worried about the reporting aspect of this app. They are not running reports on the stats.
There is an option called "Automatic work" that you can enable or disable against a CSQ in CRA. With this option enabled, the status of an agent, after a call, is set to "Work". But, there is no way to put back the CAD in "Ready" state automatically.