Automatic ready after making outgoing call

[Rene.dejager1]

Hi,

We try to get our agents to make outgoing calls through the CRM system, we should be able to set an agent to ready when agent disconnects using a button on the CRM system. It should be programmable with the REST API's

There are situations where for instance there is an incorrect phonenumber in the CRM or the person is unknown where a outgoing phone call should be made.

Is it possible to make things so an agent automatically goes to ready after making an outgoing call from a phone or from finesse?

(the same applies when the called person disconnects so the api call can't be invoked)

or is it possible to create an after work state after an outgoing call and then go to the ready state automatically ?

[Deepak Rawat · Accepted solution]

There are below possible three scenarios through which agent can make the Outbound Call:

1) Agent set themselves to Not Ready from Finesse Desktop and then make the call

2) You invoke the API that will automatically set the Finesse Desktop to Not Ready and allow the call to be placed

3) Agent goes off hook on their phone and then dial out

In scenario 2 and 3, Finesse will/should automatically go to Ready state whereas in scenario 1 agent will need to set themselves to Ready manually one the outbound call ends.

Regards

Deepak

[Rene.dejager1]

Deepak,

Thank you for the reply.

Regards,

René