UCCX 11.6: change state of agent within the script

[pwenger]

Hello

Is there a way to change the state (i.e not ready-afterwork) an agent has set manually within a UCCX 11.6 script to ready after a certain amount of time?

The goal is to change the agent to ready automatically if the duration in a certain not ready(reason code) state is too long.

Regards

Peter

[Marek (gaman-gt.com)]

Hi Peter

I think that the easiest way to fulfill your requirements is to use custom Finesse gadget. In attachment, you will find a sample gadget code that I have used in the past for UCCE but it also should work for UCCX (it only monitors the user state).

The gadget has a configuration file that looks like this:

var GadgetConfiguration = {
// Rason code definition
	reasonCodes: [
		"Break",
		"4"
	],
// Timer
	readyTimer: "5000"
};

reasonCodes - defines array of reason code that trigger the timer (you can pass the name as a reason code name (case sensitive) or via a reason code number)

readyTimer - defines timeout for reason code change (how long to wait until that state should be auto changed)

[pwenger]

Hi Marek

Thanks!

I'm absolutely not familiar with 3rd party gadgets and how to implement them. Do you have a guide what I have to configure to get this gadget up and running.

Regards

Peter

[Marek (gaman-gt.com)]

Here you go. It's a generic document but it should help.