Agent Integrity
It is imperative that, at all times, Softdial CallGem™ knows the state that agents are in. Equally, at the agent end, it is important that there is no confusion as to what an agent is doing. For example, if an agent has asked to be logged out, has his request been successfully processed? There are a number of messages generated by Softdial CallGem™ that ensure that these objectives are met. It is recommended that integrators managing the application layer take advantage of them, to ensure that agent status is managed smoothly:
| Message | Sent in response to |
|---|---|
| Logged In [LI] | Agent Login [AL] |
| Now Available [NA] | Agent Available [AA] |
| Agent Free [AF] | Agent Unavailable [AU] |
| Now Logged Out [NO] | Log Out [LO] |
| Call Ended [CE] | Start Wrap [SW]
Transaction Complete [TC] or a called party hangup. |
Agent States
Fig. 1 shows the possible states of an agent during the lifecycle of a call session.
State is changed in response to events, and their corresponding SDMP messages, giving the possible flow patterns also indicated in Fig. 1. For example: for an agent in In Transfer state (9 in Fig. 1), if the Transfer Request [TR] is accepted, a Transfer Acknowledge [TA] with Resource Status (RS) of
- 0 will put the agent into Talking state
- 1 will put the agent into In Wrap state
The table below describes these states. The codes correspond to the states as shown in Fig. 1 and are sent as integer codes in the Detail State (DS) parameter of the Agent Data [AZ] message when the Enumerate Agents [EA] message is sent with a LevelOfDetail (LD) parameter value of 2 or 3.
| Code | Description |
|---|---|
| 0 | Not logged in |
| 1 | Awaiting station tie-up, when logging in to an off-hook campaign |
| 2 | Logged in, able to receive transfers and make first-party dial but not ready (not yet available to the ACD) |
| 3 | Waiting for a call in the ACD (either inbound or outbound) |
| 4 | Previewing an outbound preview call |
| 5 |
|
| 6 | Talking on any type of call |
| 7 | In wrap, having ended the voice part of an ACD call and handling after call work |
| 8 | Making a follow-up call to an ACD call that has ended, or making a first-party dial |
| 9 | Processing call transfer (either ringing a transfer party or in conference) |
| 10 | Being offered an inbound call. Agents will only be in this state if they are on-hook |
| 11 | Monitoring another agent |
| 12 | Waiting reserved for a call in the ACD, where the ACD has reserved the agent for a specific call |
| 13 | In a call with a customer, with the customer placed on hold |