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Former Member

Call Allocation of Agents should set presence to 'not ready' when there is no interaction?

If a call is allocated to an agent and the agent doesn’t answer within 20 seconds, the agent will be automatically placed on “Not Ready”; this is required to avoid situations where calls are allocated to agents who are not present to take calls.

This is not currently working and wondering If it could be conflict between the two below configurations on system configurator?

Queue Management --> Queues --> [Phone Queue] --> CDT Settings --> “Activate Not-Ready Status After Rejecting Contact”

System Management --> Channels --> Voice Channel --> “Block Rejected contact from agent” à Yes/Never (They have both been tested to no avail).

Any help will be appreciated

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1 Answer

  • Dec 21, 2017 at 12:54 PM

    Hi,

    When using SAP Contact Center integrated to CRM IC you need to know that there is two modes:

    - a mode where CRM IC defines when user is ready or not ready. In this mode automatic changes from CCtr are not applied, for example the case you present
    - a mode where CCtr commands the ready / not ready. We can call this CCtr driven wrapup. This can be enabled in IA under OII settings, see parameter "end wrap-up when CDT goes to ready".

    So, here my recommendation would be that you 1st test the use case in standalone scenario and once it works, then you can try to extend it to CRM side.

    Br,
    Jukka

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    • Former Member

      Good day Jukka Suhonen,

      Thank you for your assistance.

      Unfortunately we are not referring to "Wrap-Up", that functionality is working as it should. Wrap-Up is when a call has been successful answered by an agent and follows the interaction untill the end of the call. After the call has ended, the agent will enter a Wrap-Up stage where a pre-determined time limit has been assigned for the countdown to begin.

      What we are currently referring to is when an agent has not yet picked up the call (while it's ringing), and once the ringing time limit has completed then the call will be automatically assigned to the next available agent. The agent who had initially been assigned the call (did not pick up the call), their status should automatically change to "Not-Ready" to avoid a missed call.

      That is what I'm trying to figure out.