Modifying Agent Presence States

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Agent presence states are the states that are listed in the ID Status menu. Presence state is used to display the current state of an agent to other agents on Remote Assistance Instant Messenger. You should use the Admin Console to configure agent presence states. For more information about managing Agent Presence States using the Administration Console, see Managing Agent Presence State Settings.

This procedure assumes that you are familiar with SQL Management Studio and that you have access permissions to modify the CcfInfrastructure database on the CCFSQL SQL server.

To modify an agent presence state

  1. Use SQL Management Studio to connect to the SQL server, CCFSQL.
  2. In the CcfInfrastructure database, open the PresenceState table.
  3. In the Name column, modify a presence state in the appropriate row. This will appear in the Agent Desktop’s Status menu.