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Agent Availability Settings

Admin-configured settings that govern whether an agent must be logged into CCAC to receive skill calls, and whether an agent can toggle their own skill group membership.

Two settings under Admin (System) > System Settings change how agent availability behaves at the CCAC level rather than at the skill level: whether an agent must be logged into CCAC at all to take skill calls, and whether an agent is allowed to toggle their own skill group membership from CCAC.

No CCAC Required Agents

This setting applies only to Xima UC or Netsapiens UC agents. It allows specified agents to remain eligible for skill/queue calls while logged into their UC hard or softphone, without being logged into CCAC — commonly used for agents on a mobile UC phone.

An agent enabled under this setting still must meet the following to receive a skill call:

  • Logged into a Xima UC or Netsapiens UC hard or softphone
  • Not currently on a call
  • Not in an unavailable state within the UC system (for example, UC-side DND)

Setting Agents

  1. Navigate to Admin (System) > System Settings > Advanced Settings > No CCAC Required Agents
  2. Select the agents this setting applies to
  3. Save the changes
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Missed Call Action for These Agents

Because an agent under this setting may not be logged into CCAC, the Missed Call / Chat Action should be set to a timeout rather than Log the Agent out of Skills — logging the agent out could leave them ineligible for skill calls until they log back into CCAC or a supervisor intervenes.

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Time of Day and Holiday Profiles

Because an agent under this setting may not properly log out of their UC phone after hours, Time of Day and Holiday profiles should be configured to prevent the agent from taking calls outside business hours.

Hide Skill Enable

This setting removes an agent's ability to toggle their own skill group membership from the Toggling Skill(s) panel described in User Interface.

Configuring Hide Skill Enable

  1. Navigate to Admin (System) > System Settings > Voice Agent
  2. Locate Hide Skill Enable and set it to True
  3. Save the changes

Updated about 2 hours ago