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:
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 |
The 3 states are declared in the enum type “TransferableAgentStatus”(listed below the method declaration)