UCCx agent CAD status 'Ready' after placing a call

[mlrogers]

Hello

I have an enquiry about Cisco Agent Desktop where the inbound CSQ is configured so that when an agent completes an inbound call the agent sets 'Ready' manually giving them time to wrap up the call.

This works fine but when an agent places a call outside of the UCCx application the CAD reverts to 'Ready' at the end of the call. My understanding is that this is the expected behaviour of the CAD because the call was not handled via UCCx. Is my assumption correct and if so is there any suggestions for a workaround other than to educate the agents to change status before placing the outbound call?

[Chris Deren · Accepted solution]

Correct, with inbound calls through the ACD you can invoke Work mode per CSQ which is not available for outbound calls.