Change Agent Status

This method forces an agent 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 trying to perform an 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 state.


Status transitions allowed are as follows:

• • 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)

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:

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

    }