| Layer | CTI |
| Direction | From CallGem |
| Type of Service | CG |
| Interface ID | CT |
| Message Purpose | In switch-determined routing this message is sent from CallGem to the Agent layer indicating that an agent has requested to go unavailable. |
| Example | RU\TDdefault\CNCustCare\AN2 |
| Explanation | CallGem is telling the telephony layer that the agent with identifier number 2 on the CustCare campaign has asked to go unavailable. |
| Notes |
This message is mandatory when
Switch-Determined Routing is in use, otherwise it must not be used.
When this message is sent, CallGem also automatically sends an Unavailable Granted [UG] message to the telephony layer, which, if it is not acted upon by the switch, can produce an Unavailable Granted Error 650(UG message timed out). Since no priority has been included in the message, the default value of zero is assumed for the PR parameter. The value range for this parameter is described in Agent Unavailable [AU]. Depending on how sophisticated the routing capabilities of the switch are, when the telephony layer gets this message it may ensure that the station associated with the agent only has calls routed to it in exceptional circumstances, or it may just do nothing. |
| Parameters | ||||||
|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description |
| AN | AgentIdentifier | string | false | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| CN | CampaignName | string | true | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| PR | Priority | int | false | 0 | 2 | See description in Agent Unavailable [AU] |
| 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. |