Is the agent able to change status to Not ready when the status is reserved

[cheng.cathy]

The call rings agents and agent doesn't want to pick up a call, the agent needs to make outgoing calls

is it possbile to change the status to Not ready when the phone is ringing?

Any comment is appreciated.

[Isidro Fernandez]

you haven't mention the product. Anyway I don't think ICM or CCX will let you change the status while in Reserved status, as basically while in this status call is already ringing at agent's phone.

The answer to the "problem" is to let the call ring until the RONA/RNA timer expires. This timer is configurable and the default behaviour is to automatically switch the agent status to Not Ready. Agent can place the outbound call afterwards. This is however not ideal for the caller experience so is something I would not train the agents for, teach them to set themselves "Not ready" in advance when planning for outbound calls.

Cheers

Isidro