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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Garamond",serif;color:#1F497D">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.<o:p></o:p></span></p>
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<p class="MsoNormal" style="text-autospace:none"><b><span style="font-size:10.0pt;font-family:"Garamond",serif;color:#3B3838">Ben Amick<o:p></o:p></span></b></p>
<p class="MsoNormal" style="text-autospace:none"><span style="font-size:9.0pt;font-family:"Garamond",serif;color:#3B3838">Telecom Analyst</span><span style="font-size:9.0pt;font-family:"Garamond",serif;color:#666666"><o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> bmeade90@gmail.com [mailto:bmeade90@gmail.com]
<b>On Behalf Of </b>Brian Meade<br>
<b>Sent:</b> Tuesday, December 27, 2016 3:21 PM<br>
<b>To:</b> Ben Amick <bamick@HumanArc.com><br>
<b>Cc:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] CAD Timers for breaks<o:p></o:p></span></p>
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<p class="MsoNormal">Anthony has some good info on a way to do this with CAD- <a href="https://supportforums.cisco.com/discussion/11542171/reminder-uccx-agent-desktop">https://supportforums.cisco.com/discussion/11542171/reminder-uccx-agent-desktop</a><o:p></o:p></p>
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<p class="MsoNormal">On Tue, Dec 27, 2016 at 3:18 PM, Brian Meade <<a href="mailto:bmeade90@vt.edu" target="_blank">bmeade90@vt.edu</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal">On Tue, Dec 27, 2016 at 3:06 PM, Ben Amick <<a href="mailto:bamick@humanarc.com" target="_blank">bamick@humanarc.com</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-family:"Garamond",serif">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” </span><o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-family:"Garamond",serif">Anyone have any ideas?</span><o:p></o:p></p>
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<b><span style="font-size:10.0pt;font-family:"Garamond",serif;color:#3B3838">Ben Amick</span></b><o:p></o:p></p>
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<span style="font-size:9.0pt;font-family:"Garamond",serif;color:#3B3838">Telecom Analyst</span><o:p></o:p></p>
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