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Beginner

Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

I feel like this should be pretty simple to do, I have some users who are requesting to be alerted that they went into a "Not Ready" state due to a missed call.

Has anyone done this before or something similar?

Any help would be great!

Thanks,

Bill

7 REPLIES 7
Beginner

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

Bill,

2Ring can accomplish this with our GADGETS for Cisco Finesse by utilizing our Toast Notifications / Alerts. For more information please feel free to contact me tmccain@2ring.com.

Thank you,

Tom McCain

www.2ring.com

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Beginner

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

I did this with CAD so I am sure you can do it natively through Finesse

Screen Pops are configured with the Workflows. Hopefully this helps.

Cisco Finesse: How to Create a Screen-Pop Workflow - Cisco

Beginner

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

Ya i can see where you can do it in CAD but i think they took all that out with Finesse and made everything go to "gadgets" which you have to code.....like the comment above yours, already know about 2ring i was just trying to find something for free....to me it should be a native setting not an add on

Beginner

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

Look at that whitepaper I posted. That should give you a start. Lots of good resources online. I was able to configure all the gadgets I needed, I just don't have a need for the "not ready" screen pop yet. But it is a great feature especially when an Agent misses a call. 

Beginner

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

I kinda looked at workflows, i think i need a Custom condition, no idea how to do that but i guess i need to do more digging.

Thanks for your help!

Thanks,

Bill

Cisco Employee

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

Hi Bill,

You would have to build a custom gadget for that scenario. There isn't a gadget currently out there (that I know of), but you can use one of these samples to get started: https://developer.cisco.com/site/finesse/docs/#sample-gadgets

I would suggest looking at the screen pop sample gadget. You would need to do the following logic:

1. Every time the agent's state change, store it in a variable. This becomes the previous state.

2. In handleUserChange, which contains the user's new state, see if the previous state is RESERVED and the new state is NOT_READY. When an agent misses a call, they should be going from RESERVED -> NOT_READY. In this if condition, you would want to screen pop/alert.

I hope this helps.

Thanx,

Denise

Re: Screen Pop\Alert when Finesse Agent goes into "Not Ready" State

did anyone have a gadget built for this specific request.  i have the same problem.  looking for a way to do a screen pop when an agent it forced to not ready after missing a call.  

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