"not ready" after a skillset call

[trin14]

Hey Guys,

I need to know how I can automatically make an agent's status change to "not ready" after a skillset call.

Thanks.

 

[Milesprower]

The quick answer is you can't.

You can put the Agent into a break state immediately after a call by modifying the agent's Call Presentation Class. The break state has a timer. When the timer expires the agent is placed back into Idle or Wait state to take another call.

You can also try to set your process so that agents are required to press the Not Ready at the end of the call.

 

[DancingDave]

The only way to do this would be with a softphone.

We use Genesys for outbound dialling on top of Symposium routing. The agent controls the phone (login/logout, ready/not ready, conference, dialling etc) using a softphone app on the PC.

The T(elephony)Server is the link between the switch and the application and has settings that allow you to force the agent into not ready after wrap up.

Not cheap though.

DD