Reserving Agent State on G3

[Vic]

Hi, all, I have a question about G3:

I have a DN set as AutoLogIn (it is used by IVR), so right after a call ends, DN becomes ready so it can receive a next call.

The problem is that sometimes we would like to take a particular IVR down for maintenance purposes, so we need to make sure that DN used by IVR does not become ready as usual after the call ends, but instead remains in a not ready state.

I was hoping that there is a way to do it via CTI using a softphone or something.�@Does anyone know of any options in TServer or ActiveX that would allow me to tell PBX NOT to set DN to ready after a call ends?

Thanks,
Vic

[JAG]

You can find ManualIn Register mode in API reference of java based toolkit as I remember.

[Vic]

True
But, how does it help me with DNs that must be registered in AutoIn mode? Or is there a way to switch the state of a currently registered DN from AutoIn to ManualIn?

I need to take IVR port down for maintenance, so I need to change its state from AutoIn to ManualIn in realtime...

[gauthier]

Why don't you just disable it in the CME??

[Epi]

Yes, it is possible to change workmode by sending AgentSetReady command with WorkMode = AgentManualIn. Just start SoftPhone, register the DN (doesn't matter in which mode), and then change the state to Ready/ManualIn it should work.

[Vic]

Hi, Epi,

I was able to do get it to work with AgentReady command, but how can we reserve DN after it has received a call.

If a really busy call centers, IVR port would almost always go from one call to another, therefore making it impossible for us to issue NotReady, Ready command during the operation.

What TLib command can I issue to take IVR port into maintenance after this call without dropping a call?

Thanks,
Vic

[Alan Sharp]

Could you change the vector which is routing calls to the split where the IVR's agent receive calls? When you want to take down the IVR, change the vector which is queueing calls to the split so that it sends any new calls coming in to an outofhours or service unavailable message, then you can bring down the IVR when the last call on the virtual agents ends... Not very clean but a possibility.

Another possibility might be to change the virtual agents' skillset using CentrevuSupervisor. If you have the skill in which they are working registered in CME as an ACD QUEUE of switch specific type 3, then when you alter any element of their skillset, however slightly, then the switch will automatically log them out then back in almost instantly. This will cause TServer to send EventAgentNotReady... and since you can't change an agent's skillset whilst he's on a call, the change will be delayed until immediately after whatever call they are on right now ends... so as soon as the call ends the agent will be set to softnotready.

[KM]

This is a good suggestion. One problem could be that normal folks at call centre cannot do it.

Vic, try to see if you can have IVR people change their post outing flow to set IVR into ACW.