Agent Substitution

An agent can be monitored in the same way as a device of type ACD Station and T-Server accordingly adjusts the device and call event reporting. The Agent ID value is reported in place of the device ID in the thisDN field of the event. When the Agent Substitution feature 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 reports 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 steps:

1. Checks the device identifier of the call events that are sent to it.
2. 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.

Configuration

To enable the Agent Substitution feature, AgentID has to be configured in the Agent Logins tab of the Switch object, and monitoring has to have started on the AgentID.

T-Server monitors AgentID, if the following conditions are met:

• The AgentID value consists only of digits.
• No other DN with the same digits as AgentID is configured in the configuration environment.
• The TServer-level configuration option, monitor-agents, or the Agent-level configuration option, monitor, are set to enable AgentID monitoring.
• AgentID is not configured for use as an Emulated Agent (for more information, see the Agent-level configuration option, emulate-login).

For more information, see the Related Configuration Options topic.

Note: For normal operation, a monitored AgentID should be provisioned as a hoteling guest in BroadSoft BroadWorks and DNs (that the agent is logged into) should be provisioned as hoteling hosts in BroadSoft BroadWorks.