Cisco Task Routing
In this guide, one media channel is configured that routes tasks. The task channel is displayed next to the voice channel on the channel bar.
Configured Not Ready and Logout reasons can also be selected on the task channel.
To be able to receive incoming tasks you have to be in state Ready.
When the task is received and displayed on the gadget, you can accept it by clicking on the green button.
Once the task is accepted, it will be started automatically and the work time on that specific task starts counting. The working time can be managed by clicking on the Play/Pause button. To do so, the media channel has to be configured as interruptible.
To finish working on the task you have to click on the red button. This will cause the IsCompleted flag to be set on the work log item. The task (incident or case) itself remains in the same state as before and has to be closed separately.
Agent State Considerations
Please also refer to the Task Routing chapter in the official Cisco Finesse Web Services Developer Guide for more information.
Initial login
When you open the gadget and log in for the first time via the login mask, all available channels will be logged in at the same time.
Media channel only
It is not possible to work with the media channel only. A voice channel is required to login to the media channel.
Agent-initiated voice channel logout
The voice channel acts as the master channel. When you log out from the voice channel you will be logged out from all other channels as well.
If you have an active task on the media channel and log out from the voice channel, the active task is lost.
See media setting logoutAllMedia and parameter dialogLogoutAction in the Cisco documentation.