change a user state to work ready

[azizshaik]

Hi,

Is there a way to set the user state to WORK_READY state? there is a requirement where in a Agent has to go in to a work ready state after a call ends.

Any help would be appreciated.

[zumbt_busu · Accepted solution]

Hi,

According to the attached state machine diagram, the agent goes to wrapup after the states "talking" and "hold". So, the only way to put the agent to WORK_READY is by handling a call. The states WORK_READY and WORK are call related. Keep in mind, that wrapup can be optional.

Image source: Cisco Finesse Developer Guide 11.0(1), page 32