Matching Idle Status Verbiage

Center Administrators can configure the status matching pattern within the XMPP Settings page of Contact Center Admin Portal.

Below is a description of the Matching Pattern options:

Starts with: The System will search for the indicated idle status at the beginning of the status string.
Ends with: The System will search for the indicated idle status at the end of the status string.
Exact match: The System will search for the exact match with the status string.

The following table shows some examples of status mapping.

Table – Examples of Status Mapping

Idle Status from CC Admin Portal	Selected Pattern from CC Admin Portal	Status in MAX UC App	Expected Behavior
Online	Starts With	Online - QA Testing	Match: The status will be synced. The Agent’s name will appear WHITE in CCA Desktop (available to new interactions).
Online	Starts With	QA Testing - Online	No Match: The status will not be synced. The Agent’s name will appear RED in CCA Desktop (not available to new interactions).
Online	Ends With	Online - QA Testing	No Match: The status will not be synced. The Agent’s name appears RED in CCA Desktop (not available to new interactions).
Online	Ends With	QA Testing - Online	Match: The status will be synced. The Agent’s name will appear WHITE in CCA Desktop (available to new interactions).
Online	Exact Match	Online - QA Testing	No Match: The status will be synced. The Agent’s name will appear RED in CCA Desktop (not available to new interactions).
Online	Exact Match	Online	Match: The status will be synced. The Agent’s name will appear WHITE in CCA Desktop (available to new interactions).

The System maps the status between MAX UC and CCA Desktop by searching for the indicted idle status and matching pattern. If status matches, then:

If the System does NOT find a match, then:

The Agent name’s name appears RED in CCA Desktop.
The Agent receives no No work items in CCA Desktop. For example, a call would remain in queue.