| Layer | Agent |
| Direction | To CallGem |
| Type of Service | CG |
| Interface ID | AG |
| Message Purpose | Request mute sent by an agent to CallGem |
| Example | RM\CNCustCare\AN7\AE205\ON |
| Explanation | A request has been made to put the call session for the agent with identifier number 7 on the CustCare campaign on mute. |
| Notes |
The Request Mute [RM] message may be sent on behalf of any agent. The RM message
is a toggle. If it is sent with the ON parameter, CallGem assumes that this is a request
to put the respondent on mute. If the message is sent without the ON parameter, CallGem
assumes a request to retrieve from mute.
If CallGem receives the RM message for an agent in a valid state, it will process the request through the telephony layer and provide success/failure feedback via the Mute Acknowledge [MK] message. Related Links: Request Mute [RM] - CallGem to Telephony |
| Parameters | ||||||
|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description |
| AE | AgentExtensionIdentifier | string | false | 1 | 120 | Required by the telephony layer to give each agent extension a unique identifier. |
| AN | AgentIdentifier | string | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; | |
| CN | CampaignName | string | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; | |
| ON | OnOff | boolean | false | 0 | 0 | If this parameter is specified, the call will be put on mute. If not specified, the call will be retrieved from mute. |
| RC | Recording | boolean | false | 0 | 0 | If this parameter is specified, the recording input muting is being controlled rather than the agent microphone. |
| QI |
|
string | false | 1 | 80 |
|
| TD | TenantDescriptor | string | false | 1 | 80 | This parameter is alphanumeric and identifies to which tenant this message applies. |
| TK | Token | string | false | 1 | 80 | Token parameter |