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UCCX 9 Agent State is Not Ready on Outbound Call

dbonagir
Cisco Employee
Cisco Employee

I have written an application using UCCX CTI that connects in to our UCCX 9.0(2) server and gets a copy of all events. Those events are then used to give a real time view of the call centre on a wallboard display. One thing I've noticed is the agent state stays as NOT_READY when making an outbound call. The default position for our agents is to be NOT_READY and actioning manually dialled outbound calls triggered from a separate application in our company. Inbound is actually a small part of their job. As such the wallboard application just shows most agents as being NOT_READY all day. There are also no call events to help identify that an agent has made an outbound call either. Is there any way to get notified when an agent initiates an outbound call? A state transition to TALKING_OUT or something similar would be mighty handy.

We had a similar application we wrote to integrate into our old CUCE with CTIOS application and we could accurately track what an operator was doing on their phone regardless of the call's direction.

Any help or suggestions greatly appreciated.

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