GAD Do Not Disturb

[PFCCWA]

Hello,

Is it possible to report on the Do Not Disturb state?  In the SIP/Statserver/GAD logs it shows the event (EventDNDOn and EventDNDOff) however within ccpulse agent currentstate, it displays NotReadyForNextCall.
I know the option can be hidden/disabled through GAD customization, but we have some teams who use it, and others who should not.

However can it be reported through a filter ?
We have filters set up for various not ready codes ie
PairExist("ReasonCode", "01")
but in the case of agent selecting do not disturb, this KVP does not appear.

We use :
statserver 8
GVP 8
ccpulse 7.5/8
ccanalyzer 7.2
Hyperion / business objects for reporting

A previous post suggested it was possible through ICON/CCON but we dont have these?

Thanks,WA

[PFCCWA]

Hope it is ok to add this..

Is it possible to remove or hide the conference button as well?

[Tambo]

Hi WA,

We only had 1 dept that had this functionality on their hard phone (Alcatel) so this was given to them through GAD as all other depts didn't have this they couldn't be given it. We found that we couldn't report on DND as they either in DND or they are not and this is not seen in CCPulse. It also had a knock on effect on agents being targeted to get calls whilst in DND. We route these calls via VAG but it's the DN not the agent that's in DND. We had to get the agents to stop using DND as calls where failing to be delivered correctly.

does this help

Tambo

[Tambo]

Wa,

I might be barking up the wrong tree here but i'm trying to view in pulse DND agents as they mess up our routing and it looks like they show up as 'NotReadyForNextCall (486)' i'm trying to verify this but it does look like it. If so I should be able to report/threshold it

T