[cisco-voip] CAD Timers for breaks

[Ben Amick]

That sounds interesting and I’ll have to see about running it for a test. It’s a shame that there’s no proper way to do this other than human supervision.

Ben Amick
Telecom Analyst

From: bmeade90 at gmail.com [mailto:bmeade90 at gmail.com] On Behalf Of Brian Meade
Sent: Tuesday, December 27, 2016 3:21 PM
To: Ben Amick <bamick at HumanArc.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CAD Timers for breaks

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<mailto: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<mailto: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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