UCCX IPPA Customized States (reason codes) & 1 Button Not Ready

[Adan Zuniga]

Uccx 10.6.

Is there a way that I can customize the available states on IP Phone Agent? The default options are Ready, Logout, and Not Ready. I want to customize some states for breaks and such.

Secondly, Is there a way that I can set up a button on a phone or expansion module or even a soft key to allow Agents to set themselves to Not Ready with a single click? Users find it too complicated to have to navigate to get to set themselves to Not Ready

[Deepak Rawat]

It is definitely possible to create custom Not Ready and Logout Reason codes using Cisco Desktop Administrator and then agents can use them even if they are using IPPA.

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/cadx106-desktop-admin-user-guide.pdf

For the second option there is unfortunately nothing that can be done.

Regards

Deepak

[Adan Zuniga]

Thanks again Deepak,

Would the different reason codes be available on the phone or would the agent have to log in to Finesse as well? 

[Deepak Rawat]

No need to login into Finesse client simply login into phone using IP phone agent service and the custom Not Ready reason codes will display on the phone itself.

Regards 

Deepak 

[james conyers]

Just wanted to see if there are any updates on version 11.0 CCX that allow for the "ready/not ready" buttons to be pressed from softkeys or line buttons instead of going through the settings menu?

[Anthony Holloway]

The common URLs are:

Sign In
http://{your uccx ip}:8082/fippa/#DEVICENAME#?id={agent userid}&extension={agent extension}&password={agent password}

Ready
http://{your uccx ip}:8082/fippa/#DEVICENAME#/setState?state=READY

Not Ready (Using Reason Code 2)
http://{your uccx ip}:8082/fippa/#DEVICENAME#/setState?state=NOT_READY&reasonCodeId=2

Logout
http://{your uccx ip}:8082/fippa/#DEVICENAME#/logout

So, if you wanted a static Ready button, you would create a new Phone Service in CUCM with the above Ready URL, then subscribe it to the phone, then change the phone button template to include an SURL button, then assign the Ready Service to this button.

If the user pressed the Ready button before logging in, they'll see an error like this:

<Title>Error changing state</Title>
<Prompt>Please try again</Prompt>
<Text>No longer logged in.</Text>

[james conyers]

Thanks Anthony for the quick response. That sounds doable. However, when creating the service it dropped everything after #DEVICENAME#. So, do I need to have the READY and NOT_READY values on the links be the Service Parameters?

[james conyers]

I figured out the XML service without using a parameter. Now is it possible to light the lamp on the button I have assigned as "ready" & "not ready" so the agent knows what state they are in based on which line is lit or not? Also, is there a way to get rid of the page that pops up when you press the service URL button so that you don't have to click back everytime?

[Anthony Holloway]

Right, sorry, I assumed you knew about the parameters. I'm happy you figured it out.

I don't think you can light the lamp for XML services, so no, that's not likely.

I also don't think you can change the behavior of FIPPA, since that's baked into the programming of the application (E.g., It's written in the code to HTTP push that page to the phone.)  Maybe you can try not associating the phone to the FIPPA user, but I don't know what other impact that might have.