Move agent into Ready if Finesse user does not issue a MAKECALL function
We thought of an interesting use case for Finesse, but haven't found mention of it yet in the support community or Cisco.com documentation. I'm fairly certain this can be done, so if anyone could kindly point me in the right direction, I'd appreciate it.
We utilize reason codes for a few different Not Ready states within Cisco Finesse Administration, one of which is a "Not Ready - Outbound state. The purpose of this state was to excuse the Finesse agent from inbound calls, while they make a manual outbound call for verification for previous calls.
My question is, would it be possible to create a gadget (Running in the local user's Finesse instance) that could be aware of the agent's current duration of this state, and move the agent into a Ready state if the Finesse user does not issue a MAKECALL function within 60 seconds of entering this particular state? I suggested to the client that they may be able to gain similar functionality using wrap, but theirs is a slightly different use case. E.g. The outbound call(s) may not necessarily pertain to the last completed contact which led the agent to the wrap state. I also should mention outbound calls are currently not permitted while in the wrap state, because the Finesse user is a mobile agent (the Call gadget disappears in wrap state & the user lacks any other line appearance which JTAPI would be aware of to use for the outbound call).
You should also consider looking at one feature in 11.x. Finesse does a much better job at handling agent line and personal line (if used) and seeing off hook, ACD busy, Outbound, etc.
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