[cisco-voip] CAD Timers for breaks

[Brian Meade]

Anthony has some good info on a way to do this with CAD-
https://supportforums.cisco.com/discussion/11542171/reminder-uccx-agent-desktop



On Tue, Dec 27, 2016 at 3:18 PM, Brian Meade <bmeade90 at vt.edu> wrote:

> I've done this with CUIC with the live data reports using thresholds to
> highlight agents that have been not ready for too long.  As far as emailing
> or any other type of alerting when the threshold is hit, I'm not sure it's
> possible.
>
> The Finesse API would allow you to poll for agent state and
> stateChangeTimes but you would need some sort of script running to pull
> this info periodically and do something with it.  It's also Finesse only so
> you'd have to migrate.
>
> On Tue, Dec 27, 2016 at 3:06 PM, Ben Amick <bamick at humanarc.com> wrote:
>
>> So I received a request from some of my supervisors – they’re irritated
>> that they constantly have to police users when they go over on time for
>> breaks, lunches, etc. I’m looking for a way to have it so that after 15
>> minutes, CAD will alert either the user or the supervisor that X should be
>> back from break, but they aren’t, so on and so forth, or even just shove
>> them back into ready status after a timer expires (like the work timer, but
>> for a not-ready status). I tried creating this, but the only method I could
>> find was the a command that while accomplished the goal, it also seems to
>> accomplish the function of “lock CAD up for the entire duration and make it
>> able to do absolutely nothing”
>>
>>
>>
>> Anyone have any ideas?
>>
>>
>>
>> *Ben Amick*
>>
>> Telecom Analyst
>>
>>
>>
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