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Set Agent State Block

Introduced in 8.1.440.18, this block is applicable for workflow diagrams only. Use this block to dynamically manage agent resource states via ESP methods. Using this block, you can:

  • Set an agent Do Not Disturb (DND) state (on/off) for an agent based on their Agent ID or Place ID.
  • Set an agent media state (ready/not ready) based on Agent ID, Place ID, and Media Type.
  • Force agent logout (printable or result) based on Agent ID and Place ID.

For background information on these states, refer to the Universal Routing 8.1 Business Process User Guide, section Workforce and Resource Management.

The Set Agent State block has the following properties:

Name Property

This is the block name in the diagram. Find this property's details under Common Properties for Workflow Blocks.

Block Notes Property

Find this property's details under Common Properties for Workflow Blocks.

Exceptions Property

Find this property's details under Common Properties for Workflow Blocks. There are no default exceptions for this block.

Condition Property

Find this property's details under Common Properties for Workflow Blocks.

Logging Details Property

Find this property's details under Common Properties for Workflow Blocks.

Log Level Property

Find this property's details under Common Properties for Workflow Blocks.

Agent Property

This property is mandatory if the Place property is not configured. Specify the agent (CfgPerson) in Configuration Server whose state is to be changed.

  1. Click the ... under Value.
  2. In the dialog box under Type, do one of the following:
    • Select Configuration Server. If connected to Configuration Server, you can then select an AgentEmployeeid under Value.
    • Select Literal and manually enter the AgentEmployeeid.
    • Select the variable that contains the AgentEmployeeid.

Interaction Server Property

Select the Interaction Server Application Object (InteractionServerAppName). This property is mandatory if the Agent property is not configured. Specify the Place in Configuration Server whose state is to be changed.

  1. Click the ... under Value.
  2. In the dialog box under Type, do one of the following:
    • Select Configuration Server. If connected to Configuration Server, you can then select an Interaction Server under Value.*
    • Select Literal and manually enter the Interaction Server name.
    • Select the variable that contains the Interaction Server name.

Method Property

Enter the name of the agent method to be invoked.

  1. Click the ... under Value.
  2. Select one of the following: SetAgentDNDState, SetAgentMediaState, or ForceLogout. Or select the variable that contains one of these methods.

Parameters Property

Specify the list of input parameters (auto-populated based on method type).

  1. Click ... under Value to open a dialog box.
  2. Click Add in the dialog box.
  3. Select the State. If the method is SetAgentDNDState, select on or off. If the method is SelectAgentMediaState, select ready or notready. If the method is ForceLogout, select printable or result. For ForceLogout, the State parameter is unavailable.
  4. Click Add again.
  5. Add parameter 1 name and value. Use the parameter information in the links below.
  6. Click Add again to define parameter 2.
  7. Continue defining parameters in this fashion and click OK when finished.
[+] SetAgentDNDState

[+] SetAgentMediaState

[+] ForceLogout

Place Property

This property is mandatory if the Agent property is not configured. Specify the Place where the state is to be changed.

  1. Click the ... under Value.
  2. In the dialog box under Type, do one of the following:
    • Select Configuration Server. If connected to Configuration Server, you can then select a PlaceName under Value.*
    • Select Literal and manually enter the PlaceName.
    • Select the variable that contains the PlaceName.

Tenant Property

Specify the Tenant DBID from Configuration Server (mandatory).

ORS Extensions Property

Starting with 8.1.4, Composer blocks used to build routing applications (with the exception of the Disconnect and EndParallel blocks) add a new ORS Extensions property.


Enable Status Property

Find this property's details under Common Properties for Workflow Blocks.

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This page was last modified on November 30, 2018, at 10:46.