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Ask the Expert- Smart Licensing in Enterprise Switches and Routers
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Beginner

State Not Ready only with Supervisor password

Hello everyone,

Does anyone in this prestigious forum know if there is any option in the CAD in which an agent cannot go to the Not Ready state, and that is only allowed that state with the password of the supervisor?

Regards,

Martín.

1 ACCEPTED SOLUTION

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Participant

I'm not sure that you can

I'm not sure that you can fully take away the ability to go into not ready

A suggestion though-

This will force ready using a timer action

https://supportforums.cisco.com/discussion/12509261/changing-agent-state-not-ready-ready-automatically-after-set-minutes

This will keep user in ready statte if this miss a call (Ring no answer)

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/49703-agentunavail.html

So, with those two + management informing agents to not go into "not ready" should be a decent work around

You can then have someone pull reports checking agent state history for management and discipline accordingly. 

3 REPLIES 3
Highlighted
Participant

I'm not sure that you can

I'm not sure that you can fully take away the ability to go into not ready

A suggestion though-

This will force ready using a timer action

https://supportforums.cisco.com/discussion/12509261/changing-agent-state-not-ready-ready-automatically-after-set-minutes

This will keep user in ready statte if this miss a call (Ring no answer)

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/49703-agentunavail.html

So, with those two + management informing agents to not go into "not ready" should be a decent work around

You can then have someone pull reports checking agent state history for management and discipline accordingly. 

Beginner

Thank you very much for your

Thank you very much for your response Sean.
The options you mentioned are valid and we already have them applied.

I need to apply more control measures over the agents.
I was hoping that Cisco would offer some such option of these kind.

Regards,

Martín.

Participant

Yup, sorry its not the

Yup, sorry its not the perfect options. But technology is not here to replace management :)

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