Work Ready/Work Not Read Agent state
Hello all,
I've got two environments with UCCE 7.2.7 and CTI OS 7.2.7 too; CTI OS registry configurations seem to be the same.
I've a little problem with the Agent State after an inbound or outbound call.In both the environment I've an AgentDeskSetting with the following main properties:
Ring No Answer: not configured
Work mode on Incoming: Required
Work mode on Outgoing: Required
Wrap up time: 7200 seconds
I launch the Cisco Agent Desktop, then log in an Agent, with the previous AgentDeskSetting, and I make an inbound call for the agent; the agent answers the call, talks about 10/15 secons and hangs up the call. At this point the agent, after wrap up data form, goes in work mode and has the Ready and Not Ready buttons available.
In this condition of work mode, I go to see the Agent_Real_Time table: in the first of the two environments I read an AgentState value of 6 (WorkNotReady) while in the other one I can see an AgentState value of 5 (WorkReady). Why I have two different values? I'am wondering if I miss something: are there some configurations that I have not seen?
Thanks a lot for help,
Andrea
I compared the values in the two registers and I seem to be substantially the same.
I took the keys "Cisco System, Inc.\Ctios" and "Cisco System, Inc.\ICM\\CTIOS1".
I just cannot understand why the two different behaviors...
Any ideas?? Can I decide in which state will go the agent after the wrap-up time??
Thanks a lot,
Andrea
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