UCCX - Changing agent states in scripts

Hi all,
I would like to chagne the state of my agent from reserved to ready inside a script. One of the steps in the script doesn't connect the contact to the agent (which is OK because some contacts have dedicated agents and not any agent can take the call), but after the step, which checks if the choosen agent is the dedicated agent, doesn't connect the call, the choosen agent becomes reserved until the contact hangs up. Is there a way to change the state of the choosen agent from reserved to ready inside the script or to not set the agents state to reserved if the call won't be connected? As far as I can see, Set User Info doesn't help me with my problem.
Thank you,
Ivana

Thanks for replying back and keeping this alive. You definitely have a common scenario where you are both:
A) Classifying your callers into prioritized groups
B) Assigning a preferred Agent to the each caller
Fortunately, UCCX does natively support assigning priorities to callers, but I don't see in your explanation where you are/would be using this feature.
Unfortunately, UCCX does not natively support queuing to individual Agents. Which is why your current script is retrying the Agent every second in what I presume is a Goto/Label loop using the Select Resource step. One thing the community does to work around this is to create a CSQ for each of your VIP Agents, and assign a skill/resource group to a single Agent such that only they can service that CSQ.
E.g.,
Agent: Anthony Holloway
Resource Group: vip_avholloway_rg
CSQ: vip_avholloway_csq
Now, inside your script you can actually queue to an Agent individually. The down side is that you now need to burn a CSQ for each Agent, and UCCX does have a limit to how many CSQ's it will safely support. (See SRND or Datasheet for limits)
In short, you wont' beable to solve your problem with forcing Agent states out of Reserved. You will need to approach the solution differently. Do you happen to have the complete business logic written out, and could you share it here for our review and subsequent solution recommendation?
Anthony Holloway
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CSCty97770
Save Bug
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https://supportforums.cisco.com/thread/272586
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Start
**Missing peice**
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End
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http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-33
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UCCX - Changing agent states in scripts

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