UCCX 12.5 change agent state from not ready to ready after timeout.

[Genadi]

Hi,

I wonder if it is possible to change automatically agent state from not ready to ready after for example 20 minutes? If not maybe it's possible to do it using some script which will call REST API ?

UCCX version 12.5

[b.winter]

Hi,
I don't know, if there is something programmable to achieve what you need.

But I'm just asking myself, why you would need this?
Simple scenario:
Agent sets itself to "not ready" because he is going for a lunch break.
After e.g. 20 minutes, he will be set to "ready" again by the script / REST api call / ..., even if the agent is still in his lunch break and cannot take a call.
Because he will get a call in "ready" state, but cannot answer it, the agent will be set to "RONA" and therefore, is again not able to get calls assigned.
So my question is, based on which decision do you want to set the agent back to "ready"? Because the script / REST api cannot know, if the agent is in front of his desk or not.

[david.macias · Accepted solution]

You could do this with a custom gadget. I built a small browser extension that reminds the agent that they are not ready after a configurable amount of time. https://chromewebstore.google.com/detail/companion-for-cisco-fines/lfgpecpdpddcgaihofdmlioloenconjl?pli=1

david

[jim-j]

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@david.macias wrote:

You could do this with a custom gadget. I built a small browser extension that reminds the agent that they are not ready after a configurable amount of time. https://chromewebstore.google.com/detail/companion-for-cisco-fines/lfgpecpdpddcgaihofdmlioloenconjl?pli=1

david

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That looks like a helpful Chrome extension, but when I tested unplugging my IPCC phone which put my agent in a Not Ready "phone failure" state, the extension never became aware of it (stayed green) or switched to the blue F (not logged into Finesse) state.  I'm using UCCX 12.5.1 SU1 ES03 and Chrome Version 120.0.6099.130 (Official Build) (32-bit).

Note it does reflect and alert when I manually set myself to Not Ready, which is  nice, but it'd be really helpful if it caught the unexpected Not Ready conditions.

[Thomas G. Johannesen]

as @david.macias is saying can you do this with a custom gadget (Can bee hidden if the agent doesn't need to say it).

It is also possible to do via the API. Here you can use the RealtimeAPI (http://" + uccx + ":9080/realtime/ResourceIAQStats - POST method) to monitor which agents that are in not Ready State, and see the time, and after 20 min, make them ready.

So you can do it both ways .(Personaly ill prefe the customGadget way - but only if all agents are using Finesse)