Re: [OSL | CCIE_Voice] UCCX Agent Automatic Available

[Ken Wyan]

Thanks ,
I tested & UCCX works as you explained.

May be I misunderstood or read a wrong source before.

Ken



On Wed, Apr 25, 2012 at 7:41 PM, Gurpreet Singh Kukreja <
tycoononway1...@gmail.com> wrote:

>  Hi Ken,
>
> I would like to clarify the behavior for you here.
>
> 1) Automatic Available setting is only available on the Resource (Agent)
> Level. Not on the CSQ or in the System Params.
> 2) CSQ contains the setting for the Automatic Work and the Timer you can
> set for the Work State for the Agents.
> 3) The setting in the System Params, "Agent State after Ring No Answer*"
> applies only when there is Ring No Answer, i.e., when the agent does not
> answer the call and it determines the state of the Agent if they do not
> answer a call.
>
> So, the features of "*Automatic Available*"  on the Agent level and 
> "*Automatic
> Work*" at the CSQ Level go hand in hand. Let me explain:
>
> Example:
>
> - Let's say we have a CSQ name "Q" and agent A is a part of this Q.
> - A call comes to this queue (Q) and agent A answers the call.
> - Now the feature of "Automatic Work" at the CSQ level and the timer set
> with it (IF ENABLED), will set the Agent state to "Work" for the amount of
> Time defined at the CSQ level.
> - After the timer expires, the next state for the Agent will be determined
> on the basis of the "Automatic Available" setting for the agent. If
> "Automatic Available" is set to "Enabled" at the Resource Level, then after
> the Work Timer expires, Agent will go to "Ready" State. If "Automatic
> Available" is set to "Disabled", then after the work timer, the agent will
> go into "Not Ready state"
>
> NOTE: THE SETTING OF "AUTOMATIC WORK" AND "AUTOMATIC AVAILABLE" KICK IN
> ONCE THE AGENT HANDLES (Answers) A CALL.
>
> The setting in the System Params kicks in if the Agent "DOES NOT" answer a
> call.  I've also attached a couple of screenshots for you here.
>
>
> HTH
>
> Regards
> Gurpreet
>
>  On Wed, Apr 25, 2012 at 12:39 AM, Ken Wyan  wrote:
>
>>  Hi,
>>
>> We can set Automatic availabe for individual agents or CSQ level.
>>
>> If we disable Automatic available from CSQ then the settings of
>> individual agents will be applied.
>>
>> There's a service parameter also to enable / disable automatic available.
>>
>> Can anyone tell , how does this parameter affects agent availability. (I
>> think service parameter should have least priority than agent/CSQ ; but I
>> want to confirm from somebody major in IPCC)
>>
>> Thanks.
>>
>> ___
>> For more information regarding industry leading CCIE Lab training, please
>> visit www.ipexpert.com
>>
>> Are you a CCNP or CCIE and looking for a job? Check out
>> www.PlatinumPlacement.com 
>>
>
>
___
For more information regarding industry leading CCIE Lab training, please visit 
www.ipexpert.com

Are you a CCNP or CCIE and looking for a job? Check out 
www.PlatinumPlacement.com

Re: [OSL | CCIE_Voice] UCCX Agent Automatic Available

[Gurpreet Singh Kukreja]

Hi Ken,

I would like to clarify the behavior for you here.

1) Automatic Available setting is only available on the Resource (Agent)
Level. Not on the CSQ or in the System Params.
2) CSQ contains the setting for the Automatic Work and the Timer you can
set for the Work State for the Agents.
3) The setting in the System Params, "Agent State after Ring No Answer*"
applies only when there is Ring No Answer, i.e., when the agent does not
answer the call and it determines the state of the Agent if they do not
answer a call.

So, the features of "*Automatic Available*"  on the Agent level and "*Automatic
Work*" at the CSQ Level go hand in hand. Let me explain:

Example:

- Let's say we have a CSQ name "Q" and agent A is a part of this Q.
- A call comes to this queue (Q) and agent A answers the call.
- Now the feature of "Automatic Work" at the CSQ level and the timer set
with it (IF ENABLED), will set the Agent state to "Work" for the amount of
Time defined at the CSQ level.
- After the timer expires, the next state for the Agent will be determined
on the basis of the "Automatic Available" setting for the agent. If
"Automatic Available" is set to "Enabled" at the Resource Level, then after
the Work Timer expires, Agent will go to "Ready" State. If "Automatic
Available" is set to "Disabled", then after the work timer, the agent will
go into "Not Ready state"

NOTE: THE SETTING OF "AUTOMATIC WORK" AND "AUTOMATIC AVAILABLE" KICK IN
ONCE THE AGENT HANDLES (Answers) A CALL.

The setting in the System Params kicks in if the Agent "DOES NOT" answer a
call.  I've also attached a couple of screenshots for you here.


HTH

Regards
Gurpreet

On Wed, Apr 25, 2012 at 12:39 AM, Ken Wyan  wrote:

> Hi,
>
> We can set Automatic availabe for individual agents or CSQ level.
>
> If we disable Automatic available from CSQ then the settings of individual
> agents will be applied.
>
> There's a service parameter also to enable / disable automatic available.
>
> Can anyone tell , how does this parameter affects agent availability. (I
> think service parameter should have least priority than agent/CSQ ; but I
> want to confirm from somebody major in IPCC)
>
> Thanks.
>
> ___
> For more information regarding industry leading CCIE Lab training, please
> visit www.ipexpert.com
>
> Are you a CCNP or CCIE and looking for a job? Check out
> www.PlatinumPlacement.com
>
___
For more information regarding industry leading CCIE Lab training, please visit 
www.ipexpert.com

Are you a CCNP or CCIE and looking for a job? Check out 
www.PlatinumPlacement.com

[OSL | CCIE_Voice] UCCX Agent Automatic Available

[Ken Wyan]

Hi,

We can set Automatic availabe for individual agents or CSQ level.

If we disable Automatic available from CSQ then the settings of individual
agents will be applied.

There's a service parameter also to enable / disable automatic available.

Can anyone tell , how does this parameter affects agent availability. (I
think service parameter should have least priority than agent/CSQ ; but I
want to confirm from somebody major in IPCC)

Thanks.
___
For more information regarding industry leading CCIE Lab training, please visit 
www.ipexpert.com

Are you a CCNP or CCIE and looking for a job? Check out 
www.PlatinumPlacement.com