Cisco Finesse - Make Agent Available/Unavailable

Management of Ready/Not Ready/Work states in Cisco Finesse.

Ready

To accept incoming queued calls, click the State icon and then select Ready from the drop-down list.

Ready State for Cisco Finesse

Not Ready (Unavailable)

To go unavailable, click the State icon and select a Not Ready state from the drop-down list. When agents are in Not Ready state, no queued calls will be sent to them.

Not Ready icons

There are different types of Not Ready states from which to choose; select the desired reason code state to make yourself Not Ready. Different contact centers may have different not ready codes.

Reserved, Talking, and Wrap-Up

These are automatic state changes. Reserved is only active when the agent is receiving a call from the queue. The state is changed to Talking while the agent is on an inbound ACD call. Once a queue call has concluded, the state will change to Wrap-Up for two minutes, then the state will change back to the most recent state selected (usually Ready) unless the agent selects Ready or Not Ready prior to that Wrap-Up timer expiring.




Keywords:Cisco, Finesse, Agent, Availability, take calls ready break project training voip contact center call   Doc ID:86790
Owner:Yan B.Group:Voice Services
Created:2018-10-16 09:27 CSTUpdated:2019-01-31 12:16 CST
Sites:Voice Services
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