- Once the agent hangs up the phone, the agent should manually change the state to READY to make herself available to receive next calls, can it be automatically

[BALAMURUGAN SINGARAM]

In UCCX 9.1,  Once the agent hangs up the phone, the agent should manually change the state to READY to make herself available to receive next calls, can it be automatically. Please advice.

[Deepak Rawat]

Go to Cisco Unified CCX Administration >> Subsystems >> RmCm >> Resources. Select the required resource and set the Automatic Available to Enabled. Log out of CAD and log back in again.

Regards

Deepak

- Rate Helpful Posts -

[BALAMURUGAN SINGARAM]

Thanks for  the reply.

Automatic Available is enable already as attached, but still the problem exist. Please advice

[Deepak Rawat · Accepted solution]

If you will check the automaticwork.png screenshot, you have enabled the wrapup time for 100 seconds at the CSQ level. Till the time this timer does not expire the agent will not go into Ready state automatically.

Either disable this or in case you really need to give some time to agent in work state for choosing the wrap up codes etc then reduce it to something from 100 seconds to a reasonable amount i.e., 15 or 20 so that agents can go to Ready automatically after the wrap up timer is expired.

In case customer wants to keep 100 seconds, then the agent will only go to Ready state automatically after 100 seconds (Working as Designed) else they will need to go to Ready manually.

Regards

Deepak

- Rate Helpful Posts -