UCCE Outbound: SetAgentsReadyOnResvDrop move into ACW after each reservation call

[lohjintiam]

Hi all,

I have a requirement to move agents into After Call Work (ACW) at the end of each outbound campaign call regardless of the result of the call. Currently agents will only move into ACW if the outbound call result is successful / connected and will move into Ready if the results is unsuccessful / not connected.

Can i make use this registry setting for this purpose? FYI, I'm using SIP dialer ;)

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/b_ucce_outbound_option_Release_11_6_1/b_ucce_outbound_option_Release_11_6_1_appendix_0111.html

Any other method to do so if the above is not possible?

Thanks!

-JT-

[david.macias]

The way I'm reading the docs there is no way to do it without a TDM dialer. You might want to reach out to Cisco to confirm, but the note on SetAgentsReadyOnResvDrop seems pretty clear.

david

[lohjintiam]

Hi David,

Are you aware of any other method (manually / thru customization) that can move the agents into Wrap Up / Not Ready at the end of each outbound campaign (preview) calls for SIP dialer environment?

Thanks!

-JT- 

[david.macias]

The only option I see is to create a custom gadget which is looking at the agent state and then force the agent to not ready upon reserve->ready. Seems a little crazy to do this though, maybe tell me more about your use case first.

david