Desktop: Agent State Changes - Revision history

Kemacdon at 14:13, 5 July 2011

2011-07-05T14:13:11Z

← Older revision		Revision as of 14:13, 5 July 2011
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	! '''Problem Summary'''		! '''Problem Summary'''
-	\| What state changes can an agent make from the agent state dropdown menu?	+	\| What valid state changes can an agent make from the agent state dropdown menu?
	\|-		\|-
	! '''Error Message'''		! '''Error Message'''

Cchetty: 1 revision

2010-12-13T17:41:32Z

1 revision

← Older revision

Revision as of 17:41, 13 December 2010

Conrchan: /* Desktop: Agent State Changes */

2010-12-04T00:25:02Z

Desktop: Agent State Changes

← Older revision		Revision as of 00:25, 4 December 2010
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	\|-		\|-
	! '''Problem Summary'''		! '''Problem Summary'''
-	\| What state changes can an agent make?	+	\| What state changes can an agent make from the agent state dropdown menu?
	\|-		\|-
	! '''Error Message'''		! '''Error Message'''
-	\| Invalid state change	+	\| Invalid state change.
	\|-		\|-
	! '''Possible Cause'''		! '''Possible Cause'''
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	\|-		\|-
	! '''Recommended Action'''		! '''Recommended Action'''
-	\| ~~An agent~~ can change ~~from~~:	+	\| All agents can change their states as follows:
-	* ~~AGENT_STATE_LOGIN to AGENT_STATE_LOGOUT and vice versa~~	+	* From: Ready (Available) To: Not Ready
-	* ~~AGENT_STATE_AVAILABLE (~~Ready) ~~to AGENT_STATE_NOT_READY~~	+	* From: Not Ready To: Ready (Available)
-	* ~~AGENT_STATE_NOT_READY to AGENT_STATE_AVAILABLE (~~Ready~~), AGENT_STATE_LOGOUT, or AGENT_STATE_NOT_READY~~ with a different Reason Code	+	* From: Not Ready To: Logout
-	* ~~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.	+	* From: Not Ready To: Not Ready with a different Reason Code
-	* ~~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.	+	* 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 that AGENT_STATE_WORK_NOT_READY~~ is not supported in Finesse.	+	{{note\| The WORK_NOT_READY agent state is not supported in Cisco Finesse.}}
-		+
-	~~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:~~	+
-	* AGENT_STATE_BUSY_OTHER (CCE only)	+
-	* AGENT_STATE_RESERVED	+
-	* AGENT_STATE_UNKNOWN (CCE only)	+
-	* AGENT_STATE_ACTIVE (CCE only)	+
-	* AGENT_STATE_PAUSED (CCE only)	+
-	* AGENT_STATE_INTERRUPTED (CCE only)	+
-	* AGENT_STATE_NOT_ACTIVE (CCE only)	+

		+	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)

	\|-		\|-

Cchetty: 1 revision

2010-10-01T00:49:04Z

1 revision

← Older revision

Revision as of 00:49, 1 October 2010

Rfarber at 19:06, 30 September 2010

2010-09-30T19:06:19Z

New page

== Desktop: Agent State Changes ==

{| border="1"
|-
! '''Problem Summary'''
| What state changes can an agent make?
|-
! '''Error Message'''
| Invalid state change
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
| An agent can change from:
* AGENT_STATE_LOGIN to AGENT_STATE_LOGOUT and vice versa
* AGENT_STATE_AVAILABLE (Ready) to AGENT_STATE_NOT_READY
* AGENT_STATE_NOT_READY to AGENT_STATE_AVAILABLE (Ready), AGENT_STATE_LOGOUT, or AGENT_STATE_NOT_READY with a different Reason Code
* 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.
* 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.

Note that AGENT_STATE_WORK_NOT_READY is not supported in Finesse.

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:
* AGENT_STATE_BUSY_OTHER (CCE only)
* AGENT_STATE_RESERVED
* AGENT_STATE_UNKNOWN (CCE only)
* AGENT_STATE_ACTIVE (CCE only)
* AGENT_STATE_PAUSED (CCE only)
* AGENT_STATE_INTERRUPTED (CCE only)
* AGENT_STATE_NOT_ACTIVE (CCE only)

|-
! '''Release'''
| Release 8.5(1)
|-
! '''Associated CDETS #'''
| None'''
|-
|}

[[Category:Cisco Finesse, Release 8.5]]