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Matching Idle Status Verbiage
- Karla Melendez
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:Â The System will search for the indicated idle status at the beginning of the status string.
Ends with:Â The System will search for the indicated idle status at the end of the status string.
Exact match:Â The System will search for the exact match with the status string.
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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). |
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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:
The Agent’s name appears WHITE in CCA Desktop.
The Agent can receive calls or other work items to CCA Desktop.
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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.
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Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)