No Timer Action in Cisco Finesse

[mesarasimth1]

Hi

We have problem with cisco finesse. While having CAD, we could define timer action and after 1 minute could change the agent state from not ready to ready. Is it possible to have such a feature in finesse to change Ring No Answer ( Not ready) state to ready?

[dekwan]

Hi,

Finesse does not have that feature to change RNA to ready, but you can build a custom gadget using the Finesse JS APIs to accomplish this.

Here are some sample gadgets that can help you get started: https://developer.cisco.com/docs/finesse/#!sample-gadgets. The learning sample gadget is probably the best one to use. Then what you need to do is add the following logic:

1. Store the user's state in a variable

2. When the user changes state (the change handler gets triggered), check the previous state from #1. If the state transition goes from RESERVED to NOT_READY (Ring no answer), then start the timer to trigger a change state to READY in 1 minute.

If you do not want to make this gadget visible on the desktop, you can make it headless: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0100.html#reference_6FF3554445504BFF6...

I hope this helps. 

Thanx,

Denise