Hi Aziz,
As far as I know, UCCE doesn't deliver out-of-the-box solutions for your problem. If you are using Cisco Finesse as a desktop for your agents, I think that you can achieve your goal using a custom gadget.
How it should work:
- The gadget has to monitor the agent state (needs to subscribe to user change state event)
- If the state matches the state for outbound reservations, the gadget should remove the Ready/Not ready button from UI. As FInesse is web-based UI it can be achieved adding/removing visibility property (or JQuery function .hide())
- As the UI will not have the buttons - agents will not be able to change its state.
- When the CTI forces to change the state - then the gadget should restore the button to UI (JQuery function .show())
I (with the team) did something similar but we have replaced the call "End" functionality on the UI with the transfer feature - on Finesse 11.5. Here a reference video how it works: https://youtu.be/6iemW7RrxHQ
Marek
Web: https://gaman-gt.com