This method
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forces an agent
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status transition to a valid in-call status.
The execution of this method is not guaranteed to be successful. It will return an error if
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trying to
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perform an
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invalid status transition (for example if trying to transition an agent whose in-call status is currently “On-Call” to something like “Available”). The requested status transition might also fail if the agent is in the process of transitioning to a conflicting
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state.
Status transitions allowed are as follows:
| Previous Status | New Status |
|---|---|
| Busy - On Call | N/A |
| Busy - On email | N/A |
| Busy - Chatting | Available |
| Accept Internal Calls | |
| Wrapup | Busy - On Break |
| Busy - Other | |
| Busy - On Break | Busy - On Break |
| Busy - Other | |
| Available | |
| Accept Internal Calls | |
| Busy - Other | Busy On Break |
| Busy - Other | |
| Available | |
| Accept Internal Calls |
...
| Accept Internal Calls | Available |
| Busy - On Break | |
| Busy - Other |
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- 0 (not ready); in this case availability code is assumed 0 and activity String.Empty regardless
- 16 (available); in this case availability code is assumed 1 and activity String.Empty regardless
- 17 (accept internal calls); in this case availability code is assumed 2 and activity String.Empty regardless
- 34 (on break); in this case availability code is assumed 0 and activity String.Empty regardless
- 36 (other)
...
In order to use this method, you must first be aware of the Agent's current session ID which can be obtained from this method:
Then use this method to change the desired Agent's status:
"processRemoteInCallStatusChangeRequest" within "frmMainWindow"
ChangeAgentStatusResponse TryForceAgentStatusTransition(string sessionId, string targetAgentSessionId, TransferableAgentStatus status, byte availabilityCode, string activityName)
{
switch (status)
{
case TransferableAgentStatus.Available:
return tryForceAgentStatusTransition(sessionId, targetAgentSessionId, CallTransferStatus.Available, 1, String.Empty);
case TransferableAgentStatus.AcceptInternalCalls:
return tryForceAgentStatusTransition(sessionId, targetAgentSessionId, CallTransferStatus.AcceptInternalCalls, 2, String.Empty);
case TransferableAgentStatus.OnBreak:
return tryForceAgentStatusTransition(sessionId, targetAgentSessionId, CallTransferStatus.BusyOnBreak, 0, String.Empty);
default:
return tryForceAgentStatusTransition(sessionId, targetAgentSessionId, CallTransferStatus.BusyOther, availabilityCode, activityName);
}
}
ChangeAgentStatusResponse TryForceAgentStatusTransition(string sessionId, string targetAgentSessionId, TransferableAgentStatus status, byte availabilityCode, string activityName)
public enum TransferableAgentStatus
{
[EnumMember]
Available,
[EnumMember]
AcceptInternalCalls,
[EnumMember]
OnBreak,
[EnumMember]
Other
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- The “availability” as well as the “activity” parameters are ignored when using a transferable agent status other than “Other”.
- Possible values for the transferable agent status are:
- 1) “Available” (causes the availability code to be 1, and the activity to be “Available”).
- 2) “OnBreak” (causes the availability code to be 0, and the activity to be “On-break”).
- 3) “Other” (the availability code and the activity are specified as parameters).
The 3 states are declared in the enum type “TransferableAgentStatus”(listed below the method declaration)