7. Configure Agent-based Routing – Observe Only
Agent based routing provides the ability to send calls to a specific agent, rather than any agent available in a CSQ. Use the Agent Based Routing Settings web page to configure system-wide parameters to be used in an agent-based routing application.
Step 1: From the Unified Contact Center Express Administration page, choose Subsystems>RmCm. The Unified CCX Configuration Web page opens, displaying the RmCM (JTAPI) provider area.
Step 2: On the Unified CCX Configuration navigation bar, click Agent Based Routing Settings hyperlink. The Agent Based Routing window opens.
Step 3: Review the settings for Automatic Work, a system-wide parameter that determines whether the agents involved in agent-based routing automatically move to the Work State after a call.
– Enabled: Causes the agent to go into Work State automatically when a call ends.
– Disabled (default): Causes agent to enter Ready or Not Ready state when a calls ends, depending on the Automatic Available setting for the agent.
Step 4: Observe the settings for Wrapup Time, as system-wide parameter that determines how long the agent can stay in the Work State if Automatic Work is enabled for the CSQ.
– Enabled button with seconds field: Controls how long the agent can stay in the Work state if Automatic work is enabled for the CSQ.
– Disabled: This setting sets no limit of how long the agent can stay in the Work state if Automatic Work for the CSQ is enabled. The agent must manually make themselves “ready”.
Step 5: Click Cancel to leave the settings unchanged.
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