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Presence Definition Document

You can provide an XML file with presence definitions that can override the default definitions. This file is recognized as a resource file and its location is defined with the presence-location option.

The default presence definition document is called presence.xml. This file represents the custom states seen by the agent in releases prior to 8.0.300, which provides backwards compatibility. See Presence Definition Document Examples for the default presence.xml file and other examples.

Requirements and Restrictions

XML Document

If the namespace of the loaded XML definition is not matched, UC Connector considers the XML definition to be invalid. If the XML definition is invalid, UC Connector ignores it and continues to use the previous valid definition.

UC Connector considers an XML document to be valid if at least one state definition is valid.

UC Connector only uses the first root element with the name "presence" for all state definitions.

State ID

The State ID must not contain whitespace characters and it must be unique. If there are multiple states with the same ID, only the first definition is used.

The following predefined names cannot be used with the state:

  • predefLogoutMenu
  • predefLoggedOut
  • predefOutOfService
  • predefReady
  • predefPartReady
  • predefNotReady
  • predefDND


Icons

There are two types of icons used in the web client:

  • Main icons to represent agent status in the agent status indicator on the main panel of the web client. These icons must be 16 by 16 pixels. The icons can be specified as a local or URL location, or the ID of a standard icon can be provided. The following table lists predefined icon ID URIs you can use:
Predefined Icon ID URIs
Icon ID URI Icon Description
tag:ucc.genesyslab.com,2013:icons/status/ready Round green shape
tag:ucc.genesyslab.com,2013:icons/status/partready Round part green and part orange shape with vertical divider
tag:ucc.genesyslab.com,2013:icons/status/notready Round red shape
tag:ucc.genesyslab.com,2013:icons/status/dnd Red "Stop" pictogram
tag:ucc.genesyslab.com,2013:icons/status/logout Red "Out" pictogram
tag:ucc.genesyslab.com,2013:icons/status/oos White cross on grey background


  • Badge icons to represent agent status in the agent status indicator Channel view (icons). These icons must be 10 by 10 pixels. UC Connector will use the location of the main icon to define the location for the bade icon. For example, if a main icon location is defined as /icons/iconName.png, then UC Connector will use the location /icons/iconName-badge.png for the badge icon.

UC Connector does not check the supplied images; any image is valid as long as it is supported by the client browser.

Display Text

The display text entries in the XML definition must follow these guidlines:

  • The entry must have an element "stateText" in order to present the status text in agent status indicators.
  • The entry must have an element named "menuText" to make it available for execution. If the element is missing, UC Connector will not add an entry in the drop-down menu of the web client.
  • UC Connector only considers an entry valid if it has either a "menuText" or "stateText" element.
  • Entries can be defined for any language, but only languages currently supported by UC Connector will be used. See List of Supported Languages.
  • If an entry for default language is missing, UC Connector does not display the corresponding state in an unsupported language.

Genesys Agent State Definitions

UC Connector processes the definitions for states in the order in which they are defined in the XML document. UC Connector uses the first found state that matches an event reported by T-Server to represent the agent state in the in the agent state indicators. For example, if the XML definition has an entry defining the state NotReady with no reasons, followed by a definition for the state Not Reay with reason, then UC Connector uses the first entry.

UC Connector ignores a work mode definition for an element "ready" with a value of "true". If the value is "false", UC Connector will accept the following work modes:

  • manual
  • acw
  • legal
  • auxwork
  • away
  • back
  • nodisconnect
Important
The work modes might not be supported by T-Server.

Auto State Definition

UC Connector only accepts the following auto-state event definitions:

  • preview-reject
  • preview-timeout
  • preview-redirect

UC Connector checks if the attributes "onevent" and "postevent" refer to an existing state definition. If no match is found, the value is ignored.

For each of the auto-states missing in the custom-defined XML document, UC Connector uses a predefined auto-state definition:

  • When activated, the default auto-state "preview-reject" invokes the default DND state and the default Ready state when the timeout defined in the dnd-off-timeout option expires.
  • When activated, the default auto-state "preview-timeout" invokes the default NotReady state.
  • When activated, the default auto-state "preview-redirect" invokes the default DND state.
Important
UC Connector supports "postevent" only for the auto-state "preview-reject".

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This page was last modified on June 27, 2016, at 14:20.