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.