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Agent state change on unavailable DN

A call routed to an agent on an unexpectedly unavailable DN could be continuously routed to that same agent. To avoid this scenario, and to avoid further routing to that out-of-service DN, you can set the agent state to Not Ready, Walkaway, or Logged Out.

You can enable this functionality in any of three ways, in order of precedence:

  • For specific calls, specify the extensions key INVALID_DEST_ACTION, with a value of notready, walkaway, or logout, in the RequestRouteCall.
  • For specific agents, set the option route-invalid-dest-action in the Tserver section of the Annex tab of DN objects.
  • For all agents, set the option route-invalid-dest-action in the Tserver section of the application.

route-invalid-dest-action

Valid Values: none, notready, walkaway, logout

Default: none

Effective: Immediately

When T-Server receives the error code TERR_INV_DEST_DN (177) when it tries to route a call, it takes one of these actions:

  • none: T-Server takes no action.
  • notready: T-Server sets the agent to NotReady.
  • walkaway: T-Server sets the agent to NotReady with work mode Walkaway.
  • logout: T-Server sets the agent to LoggedOut.

This option does not apply when DND is enabled.

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This page was last modified on November 13, 2018, at 13:38.