What is standby in SAP CRM-CCI - SAP Contact Center?

SAP Term: standby

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A role of the system, or its part, that is active but not handling requests. In case of a fault in the corresponding active part, it is able to handle system requests on short notice.

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• Key Concepts: 
  Standby is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows agents to be placed in a standby state. This state allows agents to remain logged in and available to take calls, but not actively engaged in any conversations. Agents can be placed in standby manually or automatically, depending on the configuration of the system. 
  
  How to use it: 
  To place an agent in standby manually, the supervisor or administrator must select the agent from the list of available agents and click the “Standby” button. The agent will then be placed in standby and will remain in that state until they are manually taken out of it. To place an agent in standby automatically, the system must be configured to do so. This can be done by setting up rules that determine when an agent should be placed in standby, such as when they have been idle for a certain amount of time or when there are no calls waiting. 
  
  Tips & Tricks: 
  When placing an agent in standby manually, it is important to remember to take them out of standby when they are ready to take calls again. This will ensure that they are available to take calls and that their status is accurately reflected in the system. 
  
  Related Information: 
  For more information on how to configure the SAP Contact Center Infrastructure (CRM-CCI) for automatic standby, please refer to the official SAP documentation.