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Agent-Specific Override Options

TServer Section

You can only set the configuration options described in this section in the TServer section of the Annex tab of the relevant configuration object in the Configuration Layer for individual agents in the Framework Configuration Layer, therefore they need to be listed separately. You cannot define them in the main TServer configuration section.

agent-emu-login-on-call

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Related Feature: Emulated Agents

Specifies whether T-Server allows an emulated agent login or logout on a device where there is a call in progress.

This option can be set in the Configuration Layer in the following places in order of precedence (highest to lowest):

  1. The TServer section of the Annex tab of the Agent Login object.
  2. The TServer section of the Annex tab of a device.
  3. The TServer section of the application.

The value can also be set by using the AgentEmuLoginOnCall Extensions attribute in the TAgentLogin or TAgentLogout requests. The value specified by the extension, where present, takes precedence over the settings configured in the Configuration Layer.

agent-logout-on-unreg

Default Value: false
Valid Values:

  • true—T-Server logs out emulated and native agents on unregister.
  • false—T-Server does not log out emulated or native agents on unregister.
  • emu-only—T-Server logs out only emulated agents on unregister.

Changes Take Effect: At the next agent login session
Related Feature: Emulated Agents

Specifies whether T-Server performs an automatic logout of an agent whenever their client application unregisters the DN from T-Server. This happens whenever a client application disconnects from T-Server.

The option can be set in the Configuration Layer in the following places in order of precedence (highest to lowest):

  1. The TServer section in the Annex tab of the device representing the agent's group (such as an ACD queue).
  2. The TServer section of the Annex tab of the Agent Login object.
  3. TheTServer section of the Annex tab of a device.
  4. The TServer section of the application.

The Configuration Layer configuration setting may be overridden by adding the AgentLogoutOnUnregister Extensions attribute to the TAgentLogin request.

Any subsequent self-transition TAgentLogin request can override the current agent association by adding the AgentLogoutOnUnregister Extensions attribute with a value of true.

Similarly a TRegisterAddress request can override the current agent association by adding the AgentLogoutOnUnregister Extensions attribute with a value of true.


emulate-login

Default Value: on-RP
Valid Values:

  • true—T-Server performs an emulated login.
  • false—T-Server passes a login request to the PBX.
  • on-RP—T-Server checks the Agent Group associated with the login request. If the Agent Group is a standard Routing Point, then the emulated login request succeeds. This value can only be set at the Application-level, and is available for backwards compatibility.

Changes Take Effect: Immediately
Related Feature: Emulated Agents

Specifies whether T-Server performs an emulated agent login when the login device is configured in the Configuration Layer as a device of type extension.

This value can be set in a number of places, and T-Server processes it in the order of precedence shown below, highest first. If the value is not present at the higher level, T-Server checks the next highest level, and so on.

  1. In the TAgentLogin request, using the EmulateLogin key of the Extensions attribute.
  2. In the TServer section of the Annex tab of the Agent Login object.
  3. In the TServer section of the Annex tab of the login device object.
  4. In the device representing an Agent Group object, on the Annex tab.
  5. In the T-Server Application object, in the Tserver section.
  6. Using an Agent Group corresponding to an object that is configured in the Configuration Layer as a device of type Routing Point.


emulated-login-state

Default Value: ready
Valid Values:

  • not-ready—T-Server distributes EventAgentNotReady after EventAgentLogin.
  • ready—T-Server distributes EventAgentReady after EventAgentLogin.

Changes Take Effect: Immediately
Related Feature: Emulated Agents

When T-Server performs an emulated agent login and the client specifies an agent work mode other than ManualIn or AutoIn, T-Server uses this option to determine which event to distribute.

This option can be set in a number of places, and T-Server processes it in the order of precedence shown below, highest first. If the value is not present at the higher level, T-Server checks the next level, and so on.

  1. In the Agent Login object on the Annex tab.
  2. In the agent login device on the Annex tab.
  3. In the login device representing an Agent Group object during login, on the Annex tab.
  4. In the T-Server Application object in the Tserver section.

legal-guard-time

Default Value: 0 (zero)
Valid Value: Any integer from 0-30
Changes Take Effect: Immediately
Related Feature: Emulated Agents

Specifies a legal-guard time (in seconds) for emulated agents to postpone the transition to the Ready state after a business call. T-Server always considers a routed call a business call.

monitor

Default Value: false
Valid Values: true, false
Changes Take Place: Immediately

Specifies whether the switch should monitor the agent. The value of the monitor configuration option overrides any value of the monitor-agents configuration option set at the Application-level.


nas-private

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Related Feature: No-Answer Supervision

Specifies whether No-Answer Supervision should be applied to private calls.

Note: When set in the TServer section, this option defines the default value for all private calls. However, you can also set a value for this option on the Annex tab of DNs of type Extension or Agent Login in the section called TServer. When this option is set there, this value overrides the default value for the specific DN.


no-answer-action

Default Value: none
Valid Values:

none—T-Server takes no action on agents when business calls are not answered.
notready—T-Server sets agents NotReady when business calls are not answered.
logout—T-Server automatically logs out agents when business calls are not answered.

Changes Take Effect: Immediately
Related Feature: No-Answer Supervision

The value of the no-answer-action option overrides any value of the agent-no-answer-action configuration option set at the Application-level. See, Related Configuration Options for a description of the configuration options mentioned in this topic.

This option is defined in a section called TServer on the Annex tab of any Agent Login object in the Configuration Layer. If an emulated or real PBX agent receives a T-Server business call and the agent fails to answer the call within the time defined in agent-no-answer-timeout configuration option, the no-answer-action configuration option determines the action T-Server performs on this agent.

Note: If a call is abandoned before either agent-no-answer-timeout, no-answer-timeout, or supervised-route-timeout expires (depending on which timer is applicable), T-Server performs no action on this agent.

no-answer-overflow

Default Value: No default value
Valid Values:

  • none—T-Server does not attempt to overflow a call on an agent desktop when agent-no-answer-timeout expires. T-Server treats this value as the end of a list. Subsequent values are not executed.
  • recall—T-Server returns the call to the last distribution device (the device reported in the ThisQueue attribute of the call) when agent-no-answer-timeout expires.
  • release—T-Server releases the call.
  • default—T-Server stops execution of the current overflow sequence and continues with the T-Server default overflow sequence defined by the relevant overflow option in the mainTServer section.
  • Any valid overflow destination—T-Server returns the call to the specified destination when agent-no-answer-timeout expires.

Changes Take Effect: Immediately
Related Feature: No-Answer Supervision

The value of the option overrides any of the following T-Server configuration options set at the Application-level for the object where it has been set (depending on the type of configuration object):

  • agent-no-answer-overflow, if defined for an Agent Login object.
  • extn-no-answer-timeout, if defined for an Extension object.

T-Server attempts to apply the overflow in the order that is listed. If the first overflow destination fails, then T-Server attempts the next one in the list. If all overflow destinations in the list fail, then T-Server abandons overflow. If the list of overflow destinations contains the value recall and the call was not distributed, T-Server skips to the next destination in the list.


no-answer-timeout

Default Value: Same as the value in the corresponding option set at the Application-level
Valid Value: Any integer from 0-600
Changes Take Effect: Immediately
Related Feature: No-Answer Supervision

Defines the time (in seconds) that T-Server waits for a call to be answered that is ringing on the device in question. When the timer expires, T-Server applies the appropriate overflow, and, in the case of agents, the appropriate logout or NotReady action.

A value of 0 (zero) deactivates the no-answer supervision for this device.

When set, this option overrides any of the following T-Server configuration options set at the Application-level for the object where it has been set (depending on type of configuration object):

  • agent-no-answer-timeout, if defined for an Agent Login object.
  • extn-no-answer-timeout, if defined for an Extension object.


recall-no-answer-timeout

Default Value: 15
Valid Values: Any positive integer from 0-600
Changes Take Effect: Immediately
Related Feature: No-Answer Supervision

Defines the time that T-Server waits for a call to re-appear on a device as a result of a recall—for example: a ringback waiting to be answered. When the timer expires, T-Server executes the actions defined by the relevant overflow option, as well as the action option for cases where an agent is logged in.

There is no No-Answer Supervision for such calls, if the value is set to 0 (zero).

This option can be defined either in the main Tserver section or in a section called TServer on the Annex tab of any of the following configuration object types in Configuration Manager:

  • Extension
  • ACD Position
  • Voice Treatment Port
  • Agent Login


sync-emu-acw

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Related Feature: Emulated Agents

Specifies whether T-Server synchronizes emulated ACW for native agents.

This option can be set in Configuration Manager in the following places in order of precedence (highest to lowest):

  1. In the TServer section in the Annex tab of an Agent Login object.
  2. In the TServer section in the Annex tab of a device.
  3. In the TServer section of the application.

The SyncEmuACW Extensions attribute of the TAgentLogin request overrides the value configured for this option.

wrap-up-time

Default Value: 0 (zero)
Valid Value: Any positive integer, untimed

0 (zero)

ACW is disabled. Exception: If this option is set in the Annex tab of the Agent Login object, a value of 0 (zero) means that T-Server processes from Step 4 in the processing order of precedence below.

A value greater than 0 (zero), but less than the value set for the untimed-wrap-up-value option.

The number of seconds of timed ACW, after which T-Sever returns the agent automatically to the Ready state.

A value equal to the value set for the untimedwrap-up-value option.

ACW is untimed and the agent must manually return to the Ready state.

A value greater than the value set for the untimed-wrap-up-value option.

Disables ACW.

untimed

ACW is untimed and the agent must manually return to the Ready state.
Note: This value cannot be set on the Annex tab of an Agent Login object.

Changes Take Effect: Immediately
Related Feature: Emulated Agents

Specifies the amount of wrap-up time (ACW) allocated to emulated agents at the end of a business call.

This option can be set in a number of places, and T-Server processes it in the order of precedence shown below, highest first. If the value is not present at the higher level, T-Server checks the next level, and so on.

  1. In the WrapUpTime Extensions attribute key of the TAgentPendingACW request (applies to this agent only).
  2. In the WrapUpTime Extensions attribute key of the TACWInIdle request (applies to this agent only).
  3. In the call, in the WrapUpTime UserData attribute (limited to ISCC scenarios).
  4. In a DN configuration object of type ACD Queue or Routing Point, on the Annex tab in the TServer section.
  5. In the WrapUpTime Extensions attribute key of the TAgentLogin request, (applies to this agent only).
  6. In the Agent Login configuration object, on the Annex tab in the TServer section (but not including the untimed value).
  7. Using an Agent Group corresponding to an object configured in the Configuration Layer as a device of type ACD Queue.
  8. In the T-Server Application object, on the Options tab in the TServer section.

This page was last edited on April 10, 2013, at 21:50.
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