Not Ready Reasons

When an agent goes Not ready in Syntelate XA, they see the Not Ready dialog, which asks the agent to submit a reason for going not ready.

These reasons are called not ready reasons. You can add, edit, and delete the not ready reasons by using the Not Ready Reasons configuration pane. Here is a screenshot of the configuration pane:

To create or edit a not ready reason, follow the guidance below:

• Reason Code: The reason codes are not visible to the agent. Enter a unique word or alphanumeric string that indicates a business reason for ending a session, such as Break, Lunch, Training, Meeting, etc. If you are using the Agent Control Center, you need to add the codes ForcedBreak and ForcedNotReady.

  Warning: The reason code Worklist is reserved: do not create a reason code called Worklist!

• Reason Description: Enter a description to be displayed in the dropdown list to the agent when they go Not ready. In some cases, the description could be the same as the code itself, for example, Lunch could be both the code and description.

• Active: Select or deselect the check box to determine whether the reason should be displayed in the dropdown or not.

• CTI Type: Valid values are Telephony, Worklist and System. Set CTITYPE to Telephony if the not ready reason will be used on a third-party telephony channel (TSAPI, IP Office, POM, etc.). Set it to Worklist if the reason will be used on other channels. Set it to System for the not ready reason codes ForcedBreak and ForcedNotReady if you are using the Agent Control Center.
• Aux Code: This column is only displayed in TSAPI implementations. Syntelate XA passes this aux reason code to TSAPI when the agent’s state is set to not ready. The aux code is an integer. You can check which aux code to use by looking for the aux code shown in your Avaya Aura® Communication Manager. The aux code you enter needs to be identical to the one in Avaya Aura® Communication Manager.