Cisco Cisco Agent Desktop 8.0 Fehlerbehebungsanleitung
Figure 1: Cisco Agent Desktop − "Work State"
Ideally, the IP ICD should put the agent in a Ready State when the agent finishes a call, as shown in Figure 2.
Instead, the agent is placed in the Work State. The agent then has to manually put themself into the Ready
State.
Instead, the agent is placed in the Work State. The agent then has to manually put themself into the Ready
State.
Figure 2: Cisco Agent Desktop − "Ready State"
Resolution
This problem is a configuration issue. There are two parameters that control the agent state after a call is
finished and disconnected. One is the Automatic Available parameter in the Resources Configuration, and
the other is the Automatic Work parameter in the Contact Service Queue Configuration.
finished and disconnected. One is the Automatic Available parameter in the Resources Configuration, and
the other is the Automatic Work parameter in the Contact Service Queue Configuration.
The Resources Configuration area of the IP ICD Configuration Web page displays the agent state, as shown
in Figure 3. If Automatic Available is enabled, Cisco IP ICD puts the agent into the Ready State after the
agent finishes a call and disconnects.
in Figure 3. If Automatic Available is enabled, Cisco IP ICD puts the agent into the Ready State after the
agent finishes a call and disconnects.
Figure 3: Cisco IP ICD Resources Configuration