make agent not ready

[kevin]

hello guys,

is there a way to make an agent not ready for the next call or busy if agent is not able to attend the call?  We are implementing "Ring no answer" but there are some times where the call is re-routed to the same agent as other agents are busy with the calls for long time.

Thanks in advance,

[René]

Hi Kevin,

What switch (PBX) do you have?

R.

[René]

I have no experience with Nortel Symposium... Is the feature "Redirect On No Answer" supported by TServer or you're doing it on switch side?

R>

[kevin]

Actaully i wrote a statergy and loded it on the agents extension.

I guess answer to your question is we are using Tserver ans statergy is not on switch side

[René]

Ok. In that case you can use the function "SendRequest" with type "RequestMakeAgentNotReady". This function is supported by URS starting the release 7.1.

There is detailed description how to use that function in "Universal Routing 7.x Reference Guide". Generally, you have to specify DN on which the agent is logged on as parameter of the function "SendRequest(RequestMakeAgentNotReady)". It could be the same DN as the "Ring No Answer" strategy is loaded on or it could be a different one. The second case is worse one as you have to find out the right DN using Attached Data or some function.

Sorry but I'm not able to wrote you detailed "how to" as I don't know Nortel Symposium switch.

R.