Not ready at the edn of a call

Radero0000 · May 17, 2013

Hi

I am on cs 1000 system and AURA

I need that an agent at the end of a call on ACD goes automatically in NOT READY STATUS.

I have raised the time on the call presentation "after call, break for n seconds"

Of course the agent doesn't receive the call, but can't see on the phone the not ready status.

How can i menage this request?

Thank you

raf

Utreg · May 21, 2013

Not: an agent has do a manual action to go to the Not Ready state.

GlennTho · May 22, 2013

Yes this can be done via the use of the union break timer in CCMA. if this timer is defined the agent will go into not ready for X seconds based upon what you define the break timer to be.

Glenn Thomas ACIS AACC

Radero0000 · May 22, 2013

Hi GlennTho

Are you talking about the "After Call,break after N seconds in the Call presentation Classes ?

If yes, i've written that i use that function but the operator can't see on display that is not ready.

I need the operator can see that he's in not ready status.

Thank you

Utreg · May 23, 2013

In the Real Time Reporting the 'In Call Status' for 'Not Ready' is 'Not Ready'. For the 'After Call Break' the 'In Call Status' shows 'Break', so if the operator interprets 'Break' as 'Not Ready' that should solve the issue?

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Not ready at the edn of a call

Radero0000

Technical User

Utreg

IS-IT--Management

GlennTho

Technical User

Radero0000

Technical User

Utreg

IS-IT--Management

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