Desktop: Agent State Changes

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! '''Problem Summary'''
! '''Problem Summary'''
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| What state changes can an agent make?
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| What valid state changes can an agent make from the agent state dropdown menu?
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! '''Error Message'''
! '''Error Message'''
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| Invalid state change
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| Invalid state change.
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! '''Possible Cause'''
! '''Possible Cause'''
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! '''Recommended Action'''
! '''Recommended Action'''
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| An agent can change from:
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| All agents can change their states as follows:
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* AGENT_STATE_LOGIN to AGENT_STATE_LOGOUT and vice versa
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* From: Ready (Available) To: Not Ready
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* AGENT_STATE_AVAILABLE (Ready) to AGENT_STATE_NOT_READY
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* From: Not Ready To: Ready (Available)
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* AGENT_STATE_NOT_READY to AGENT_STATE_AVAILABLE (Ready), AGENT_STATE_LOGOUT, or AGENT_STATE_NOT_READY with a different Reason Code
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* From: Not Ready To: Logout
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* AGENT_STATE_TALKING on an incoming or outbound call to AGENT_STATE_NOT_READY or AGENT_STATE_AVAILABLE if wrapup is not allowed or is optional.  
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* From: Not Ready To: Not Ready with a different Reason Code
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* AGENT_STATE_WORK_READY (CCE only) on an incoming or outbound call to AGENT_STATE_NOT_READY or AGENT_STATE_AVAILABLE if wrapup is required or is optional.
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* From: Talking on an incoming or outbound call To: Not Ready
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* From: Talking on an incoming or outbound call To: Ready (Available) if wrapup is not allowed or is optional.  
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* From: Work (CCE only) on an incoming or outbound call To: Not Ready
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* From: Work (CCE only) on an incoming or outbound call To: Ready (Available) if wrapup is required or is optional.
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Note that AGENT_STATE_WORK_NOT_READY is not supported in Finesse.
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{{note| The WORK_NOT_READY agent state is not supported in Cisco Finesse.}}
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Also note that these states are supported, but a change to them occurs because of call events. The agent does not control them or actively select them in the Desktop:
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* AGENT_STATE_BUSY_OTHER (CCE only)
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* AGENT_STATE_RESERVED
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* AGENT_STATE_UNKNOWN (CCE only)
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* AGENT_STATE_ACTIVE (CCE only)
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* AGENT_STATE_PAUSED (CCE only)
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* AGENT_STATE_INTERRUPTED (CCE only)
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* AGENT_STATE_NOT_ACTIVE (CCE only)
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The following supported states are changed as a result of call events. The agent does not control them or actively select them in the Desktop:
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* Busy Other(CCE only)
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* Reserved
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* Unknown (CCE only)
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* Active (CCE only)
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* Paused (CCE only)
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* Interrupted (CCE only)
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* Not Active (CCE only)
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Latest revision as of 14:13, 5 July 2011

Desktop: Agent State Changes

Problem Summary What valid state changes can an agent make from the agent state dropdown menu?
Error Message Invalid state change.
Possible Cause N/A
Recommended Action All agents can change their states as follows:
  • From: Ready (Available) To: Not Ready
  • From: Not Ready To: Ready (Available)
  • From: Not Ready To: Logout
  • From: Not Ready To: Not Ready with a different Reason Code
  • From: Talking on an incoming or outbound call To: Not Ready
  • From: Talking on an incoming or outbound call To: Ready (Available) if wrapup is not allowed or is optional.
  • From: Work (CCE only) on an incoming or outbound call To: Not Ready
  • From: Work (CCE only) on an incoming or outbound call To: Ready (Available) if wrapup is required or is optional.
Note Note: The WORK_NOT_READY agent state is not supported in Cisco Finesse.

The following supported states are changed as a result of call events. The agent does not control them or actively select them in the Desktop:

  • Busy Other(CCE only)
  • Reserved
  • Unknown (CCE only)
  • Active (CCE only)
  • Paused (CCE only)
  • Interrupted (CCE only)
  • Not Active (CCE only)
Release Release 8.5(1)
Associated CDETS # None

Rating: 0.0/5 (0 votes cast)

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