AU - Agent Unavailable

Layer	Agent
Direction	To CallGem
Type of Service	CG
Interface ID	AG
Message Purpose	This message requests CallGem to make the specified agent unavailable to take calls or media sessions.
Example	AU\TDdefault\AN2\PR0
Explanation	The agent application is requesting CallGem to make the agent with identification number 2 unavailable without causing any abandoned calls. CallGem may delay making the agent unavailable until it has time to adjust its dialing rate accordingly. See Changing Agent Status
Notes	If the Agent Unavailable message is sent with a PR2 parameter, CallGem will make the agent unavailable without regard to either the point in The Outbound Calling Cycle that the agent is at, or the impact on call abandons. This should only be used in emergency situations. Once the Agent Unavailable [AU] message has been acknowledged by CallGem with an Agent Free [AF] message, the agent application may then issue a Log Out [LO] message.

Parameters

Code

Name

Type

Mandatory?

Min Val

Max Val

Description

AgentIdentifier

string

User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;

BlendMove

boolean

false

From V10.6.338 - Blend Move parameter. No value required.

If specified, it means that this request to move agent is part of a move for blended inbound/outbound.

A blended move to inbound may involve another agent being substituted should that agent become free to move before the selected agent is free.

This parameter is exposed for partners with their own inbound ACD who wish to perform call blending.

It should only be used as part of an agreed design for blending. An audit of a partner's blend solution is required before using this parameter in production.

CampaignName

string

User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;

FreeReasonDescription

string

false

The Free Reeason Description is a short text explanation for the accompanying Free Reason. The Free Reason and Description are optional. They are also independent: either, both or neither may be provided. However as numeric values are simpler to report on it is envisaged that the Description will act as an assistant field to the Reason.The FD value will appear in the AF message when the agent becomes free

FreeReason

int

false

999999

The Free Reason is a user defineable numeric code value. It represents the an integer neumonic determining the reason why an agent went unavailable. For a description of the Free Reason a FD (Free Reason Description) is provided. The FR value will appear in the AF message when the agent becomes free

Priority

int

false

If this parameter is not present the default is zero, otherwise:

0	Release the agent at the end of talk/wrap, only if no predial is in progress. If predial has begun, or if the agent is currently waiting to take another call, then depending upon the likely impact on the algorithms, the agent may be asked to take another call by CallGem in order to avoid the possibility of an abandoned call.
1	Release the agent if he is waiting, or as soon as he has finished talk/wrap, without regard for the impact on the algorithms, and with the possibility of an abandoned call occurring.
2	Release the agent immediately, terminating any live call that may be in progress.

UserIdentifier

string

false

From V10.7.28 - Mutually exclusive with AN Parameter. If the user ID is specified, CallGem will treat this as a request to make all login sessions that are part of the user unavailable. User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;

TenantDescriptor

string

false

This parameter is alphanumeric and identifies to which tenant this message applies.

Token

string

false

Token parameter