Cisco Cisco Unified Contact Center Express 9.0(1) 情報ガイド
Change Agent State to "Ready" After Not
Answering a Call
Answering a Call
Document ID: 49703
Contents
Introduction
How do I put an agent in the "Ready" state when the agent does not answer a call?
How do I troubleshoot when an agent is unable to change to the "Ready" state?
How do I put the agent in the "Not Ready" state when the agent phone is on a call?
Related Information
How do I troubleshoot when an agent is unable to change to the "Ready" state?
How do I put the agent in the "Not Ready" state when the agent phone is on a call?
Related Information
Introduction
This document describes a method to control the agent state after the agent does not answer a call in a Cisco
IP Contact Center (IPCC) Express environment.
IP Contact Center (IPCC) Express environment.
Refer to Cisco Technical Tips Conventions for more information on document conventions.
Q. How do I put an agent in the "Ready" state when the agent does not
answer a call?
answer a call?
A. For Cisco IPCC Express 3.x:
When an agent does not answer a call, the default setting is to put the agent in the Not Ready
state. The agent must click the Ready button in order to become available again. The
state. The agent must click the Ready button in order to become available again. The
com.cisco.wf.subsystems.rmcm.agentUnavailRNA
parameter controls this
setting. This parameter is a part of the SubsystemRmCm.properties file, which resides in
the C:\Program Files\wfavvid directory by default, as shown in Figure 1.
the C:\Program Files\wfavvid directory by default, as shown in Figure 1.
Figure 1 The 'com.cisco.wf.subsystems.rmcm.agentUnavailRNA' Parameter
Complete these steps in order to change this setting:
Use a text editor, for example, Notepad, in order to open the
SubsystemRmCm.properties file.
SubsystemRmCm.properties file.
1.