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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Anrew Livingston on August 17, 2015, 02:19:22 PM

Title: Force agent state change from Composer strategy
Post by: Anrew Livingston on August 17, 2015, 02:19:22 PM

Using Composer 8.1.4 and running into an issue with skill based routing and the error.interaction.redirect.

If the agent workspace (Workspace Desktop 8.5) for some reason rejects the call for a technical issue (not controlled by the agent) in a skills based routing scenario, our routing strategy loops back to the target selection logic and tries again.  However, the agent continues to remain available (despite being unable to receive the call).  How does one force the target selected to go into a not-ready state from the routing strategy. 

Title: Re: Force agent state change from Composer strategy
Post by: 47245 on August 17, 2015, 03:37:02 PM

I have not had a chance to test my code below, but this should work!

Regards,
Kevin


Set vAgentExtension to the agents extension
Set vAgentWorkMode to one of the agent work modes defined below.
Set vURI to the correct TServer Name


SCXML CODE ******************************************


<onentry>

<script>
var Paramters = '{ "params" : {"20":"'+vAgentExtension+'","16":"'+vAgentWorkMode+'"}}';
var vURI = 'TServerName\\11';
var vMessage = JSON.parse(Paramters);
</script>

<session:fetch method="'tlib'" requestid="vRequestID" srcexpr="vURI">
<content _expr="vMessage"/>
</session:fetch>

</onentry>


SCXML CODE ******************************************






Included in the request above:

    Creates instance of RequestAgentNotReady with required parameters set.

    Parameters:
        thisDN - DN of the controlling agent or Route Point.
        agentWorkMode - The current work mode of the agent in question.


typedef enum _TAgentWorkMode {
AgentWorkModeUnknown  = 0,
AgentManualIn        = 1,
AgentAutoIn          = 2,   
AgentAfterCallWork    = 3,
AgentAuxWork          = 4,
AgentNoCallDisconnect = 5,
AgentWalkAway        = 6,
AgentReturnBack      = 7
}



Not included in the request above, but these are all of the parms:

    Creates instance of RequestAgentNotReady with all parameters set.

    Parameters:
        thisDN - DN of the controlling agent or Route Point.
        agentWorkMode - The current work mode of the agent in question.
        thisQueue - The queue related to ThisDN
        reasons - Additional data intended to specify reasons for and results of actions taken by the user.
        extensions - An additional data structure intended to take account of switch-specific features that cannot be described by other parameters or in the original structure of user data.