Agent Substitution for Monitored Agents

When Agent Substitution is activated (normal operation), T-Server sends all call-related events on the ACD-authorized device when an agent is logged in. This means that T-Server clients only need to register for the ACD-authorized device and not the agent device.

Although T-Server is reporting all events for the agent on the ACD-authorized device extension, calls must still be made to the agent and not to the ACD-authorized device.

When the agent is monitored, the switch typically reports call events using the AgentID as the event device. T-Server needs to replace this event device with the agent device found in T-Library reporting.

T-Server then performs the following:

• Checks the device identifier of the call events that are sent to it.
• Checks to see whether the device identifier matches the id of a currently logged in agent that has monitoring enabled.

If there is a match, T-Server uses the agent’s associated device for the ThisDN field in the reported Genesys T-Library event(s) and the Agent ID for the AgentID field.