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Agent Extension

Beginning with release 8.1.400.81, ORS introduces a new SCXML extension, Agent, which can be used for implementing agent management features like logout, DND, and ability to change agent state for voice media.

Important
Currently, only voice interactions are supported. The only allowed value for the media property is _genesys.ixn.mediaType.TMediaVoice.

All actions of the Agent functional module are finalized as soon as T-Library accepts a request, that is, the action done-event is sent to the SCXML session as soon as the request is successfully sent to T-Server.

agent Action Elements

ORS supports the following new Action elements that can be used with Composer's SCXML State block:

Important
To use these agent actions, you must manually configure the corresponding namespace in Composer.

<logout>

This action logs out the agent from the ACD group. This is equivalent to the TAgentLogout request in T-Server.

Name Required Type Def. value Valid values Description
requestid False Location expression None Any valid location expression, which represents a string. This is the location for the request ID that is returned as part of this request. Standard attribute of all Orchestration actions.
agent False Value expression None Any valid expression, which represents a string. Agent ID
for True Value expression None Any valid expression, which represents an object. The object structure must be as follows:
{
  “dn”:<DN number>,“switch”:<Switch name><br>
}

Note: The dn property is mandatory.

hints False Value expression None Any valid ECMA script object. The object structure must be as follows:
{
  “extensions”:<object>,“reasons”:<object><br>
}

<setmediastate>

This action sets the state of the agent as ready or not ready to receive the call. This is equivalent to the TAgentSetReady or TAgentSetNotReady requests in T-Server.

Name Required Type Def. value Valid values Description
requestid False Location expression None Any valid location expression, which represents a string. This is the location for the request ID that is returned as part of this request. Standard attribute of all Orchestration actions.
agent False Value expression None Any valid expression, which represents a string. Agent ID
media True Value expression None _genesys.ixn.mediaType.TMediaVoice The array must contain objects of the following structure:
{
  “media”:_genesys.ixn.mediaType.TMediaVoice,
  “state”:<”ready” or “notready”>
}
for True Value expression None Any valid expression, which represents an object. The object structure must be as follows:
{
  “dn”:<DN number>,“switch”:<Switch name><br>
}

Note: The dn property is mandatory.

hints False Value expression None Any valid ECMA script object. The object structure must be as follows:
{
  “extensions”:<object>,“reasons”:<object><br>
}

<setdnd>

This action sets the Do-Not-Disturb (DND) feature to On or Off for the telephony object. This is equivalent to the TSetDNDOn or TSetDNDOff requests in T-Server.

Name Required Type Def. value Valid values Description
requestid False Location expression None Any valid location expression, which represents a string. This is the location for the request ID that is returned as part of this request. Standard attribute of all Orchestration actions.
agent False Value expression None Any valid expression, which represents a string. Agent ID
set True Boolean value expression None Any boolean expression that returns a true or false. Sets the desired DND state. If true, DNDOn, else, DNDOff.
for True Value expression None Any valid expression, which represents an object. The object structure must be as follows:
{
  “dn”:<DN number>,“switch”:<Switch name>
}

Note: The dn property is mandatory.

hints False Value expression None Any valid ECMA script object. The object structure must be as follows:
{
  “extensions”:<object>,“reasons”:<object>
}

Events

The following events are supported by the Agent extension:

Event Name Attributes Description
agent.logout.done This event indicates the success of the request.
requestid This is the ID of the request.
error.agent.logout This event indicates that an abnormal condition occurred while trying to perform the request.
requestid This is the ID of the request.
error This is the type of error that occurred. The following are the possible values:
  • unknown
  • invalidresource
  • servererror
description This is a more detailed description of the error.
agent.setmediastate.done This event indicates the success of the request.
requestid This is the ID of the request.
error.agent.setmediastate This error indicates that an abnormal condition occurred while trying to perform this request.
requestid This is the ID of the request.
error This is the type of error that occurred. The following are the possible values:
  • unknown
  • invalidresource
  • servererror
description This is a more detailed description of the error.
agent.setdnd.done This event indicates the success of the request.
requestid This is the ID of the request.
error.agent.setdnd This error indicates that an abnormal condition occurred while trying to perform this request.
requestid This is the ID of the request.
error This is the type of error that occurred. The following are the possible values:
  • unknown
  • invalidresource
  • servererror
description This is a more detailed description of the error.
This page was last modified on January 16, 2019, at 02:27.

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