UCCE Agent state when making outgoing call

[Mortaza Rohani]

Hello,

In UCCX, when the agent makes an outgoing call, the state remains not ready but in CCE v.12, it changes to the Talking state.

Is there a way to change the behavior of CCE in this matter?

Thanks,

[bill.king1]

Hi, are you talking about the state after the outbound call is done? The reason I ask is, they made a change to allow for the making of outbound calls from a Ready state for instance in recent versions of CCE. In the past, you had to be Not Ready for this to happen.

[Mortaza Rohani]

I mean the agent's state when he is talking (in an outbound call).

indeed, I'm looking for a way to distinguish talking agents in the supervisor panel based on talking on incoming calls and talking on outgoing calls. which was provided in ccx

[bill.king1]

Would you want to add another report gadget on the same screen that shows the call direction?

[Mortaza Rohani]

Yes, it is useful if can be done this way.

[bill.king1]

Hi, so there are reports like the Agent Real Time report that contain the direction field that is what you're looking for. Here's a link to the report as an example.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/ucce_b_cisco-unified-contact-center-enterprise116/ucce_b_cisco-unified-contact-center-enterprise116_chapter_01010.html#CUI...

[Dmytro Benda]

Are your agent making his outbound call in UCCX  from his Agent line or phone's Primary Line? 

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