[cisco-voip] how to force CAD agent to ready status

[Jason Shearer]

There is a global config parameter that forces agents back to ready after RNA (Agent State after Ring No Answer).  In my experience it is a bad idea to force agents to ready.  It will typically skew reporting. Agent gets up to hit the head and UCCX will continue to send calls to him.

I believe you can accomplish some of what you want (rollover/rollback) by using the 'Get Reporting Statistic' step.

Jason

-----Original Message-----
From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Matthew Loraditch
Sent: Tuesday, February 23, 2010 5:25 PM
To: Scott Kee; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] how to force CAD agent to ready status

I agree with Ed, we asked Cisco about this and they said not possible


Matthew Loraditch, CCNA
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-----Original Message-----
From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Scott Kee
Sent: Tuesday, February 23, 2010 6:17 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] how to force CAD agent to ready status

I need to reprogram my company's Helpdesk script.  I will use skill based routing.

I am creating 2 CSQs.  When the 1st queue is full I want the call to be routed to the 2nd queue.  If agents are ready, answer the call... however I want to force the logged-in but not ready agents to READY status if all the agents in the 2nd queue is full.

What step do I have to use in the script to accomplish this?



thanks for your help.
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