| Layer | CTI |
| Direction | From CallGem |
| Type of Service | CG |
| Interface ID | CT |
| Message Purpose | This message indicates to the CTI layer that the agent is back in the ACD pool. |
| Example | AR\TDdefault\CNCustCare\AN2\AE4 |
| Explanation | CallGem is advising the telephony layer that the agent with identifier number 2 on the CustCare campaign at extension number 4 is ready to have calls transferred to him. |
| Notes |
This message is mandatory when usingSwitch-Determined Routing. Otherwise it must not be used.
Once the switch either transfers a call to an agent, sends a Now Unavailable Granted [NU] message to CallGem or processes a Request Unavailable [RU] message, the agent stops being ready. After receiving a Transaction Complete [TC] message, CallGem will send an Agent Ready [AR] message to the switch to re-enable that agent. If using the Station Disconnect [SD] protocol, the Agent Ready [AR] message will not be sent until the switch has indicated that the station is now ready and the application has sent a Transaction Complete [TC] message. If the call cycle does not include wrap, the Call Disconnect [CD] message will be sent immediately after the Transaction Complete [TC] message. Because it has an AE parameter it can also be used to log the agent on to the switch the first time. The Agent Ready [AR] message effectively adds the agent to the pool, so there is no separate message for doing this. When CallGem transfers a call to an agent, she is not removed from the pool as far as CallGem is concerned, merely marked as not ready to take another call (equivalent to Request Unavailable [RU] with a PR value of 1 or 2). If CallGem wishes to stop using that agent it will still use the Unavailable Granted [UG] message. |
| Parameters | ||||||
|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description |
| AE | AgentExtensionIdentifier | string | true | 1 | 120 | Required by the telephony layer to give each agent extension a unique identifier. |
| AN | AgentIdentifier | string | false | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| CB | Callback | boolean | false | 0 | 0 | From V10.6.330 - The CB parameter indicates that the agent has been reserved for a callback. |
| CN | CampaignName | string | true | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| SK | Skillset | string | false | 1 | 4000 | The set of skills assigned to the agent for outbound predictive dialing pusposes. These take the form of a comma separated list of identifiers. |
| TD | TenantDescriptor | string | false | 1 | 80 | This parameter is alphanumeric and identifies to which tenant this message applies. |
| YA | AgentUniqueId | string | false | 20 | 50 | From V10.7.596 - The UUID reference for the agent. This can be used as an alternate form of reference for the agent in place of the AN parameter. |