06-20-2008 08:32 AM - edited 03-14-2019 02:25 AM
Hello,
Sorry for such a basic question....new at contact center....
I am using UCCX 5.0 express and when my agents are on a call, the work ready folder icon is grayed out.
I have enabled wrap up times in agent based routing settings and on the CSQ (dont know if I need to do both) and have also enabled wrap up codes in the desktop administrator page.
I must be missing another part...can someone point me in the right direction?
Thank you.
06-22-2008 09:02 PM
I think it's Automatic Available "Accept the default (Enabled) to automatically put the agent into the Available state after the agent finishes a call and disconnects.
Please see Cisco Customer Response Solutions
Administration Guide, Release 5.0(1) Page 171
Regards,
Ahmed Rizk
06-23-2008 08:07 AM
Thank you for your response. I already have the automatic available enabled. I was reading something about workflow groups in Desktop administrator but haven't been able to figure it out...any ideas?
06-23-2008 07:03 AM
I believe work ready state would only work if you are not on a call. It means that an agent is still working on data from the previous call, but is still ready to take a call.
06-23-2008 08:08 AM
Yes I agree, although even when the agent is not on a call, the work folder is grayed out.
Thank you for your prompt response.
06-26-2008 07:17 AM
Did you resolve this? I have the same issue
06-26-2008 07:19 AM
no not yet
07-02-2008 01:00 AM
Hi,
If you set wrap up times the agents go into work mode automatically after calls, so you can not use the Work state button (it is like if you have already press it). If you press the ready or not ready buttons during the call, the work button should become enable (you have manually set the next state, and it is not the work state).
Moreover, after hanging up a call the agents are automatically in work mode, so the work state button is disabled. Once the wrap up time is over, the agent state will change into ready or not ready (depending on the configuration).
Regards,
Carlos
07-02-2008 05:22 AM
We resolved the issue. I had the incorrect CSS on my trigger. Once I changed that everything worked. Thank you for all of the help.
11-21-2008 09:04 AM
Can you tell me where to set this CSS trigger, I have been having the same problem with the wrap up codes. I appreciate it.
11-21-2008 09:06 AM
CSS = Calling Search Space. He is talking about having the trigger or route point in the wrong CSS in Communications Manager.
david
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