Agent Removal and Emergency Shutdown
Agent removal from a campaign and emergency shutdown of a running campaign are tasks that involve a considerable amount of effort for the systems integrator. This is mainly because of the state management code required to support this activity.
To make these tasks quick and easy, whilst keeping data and event integrity, Softdial CallGem™ supports the following messages:
For agent removal - KillAgent [KA]
To remove an agent from a campaign, the Control App may issue a Kill Agent [KA] request. In response to this, Softdial CallGem™ will perform all the necessary transactions for the clean removal of an agent, without the need for further intervention (except when using switch-determined routing. See Note under the first bullet below).
Softdial CallGem™ will:
- Respond as if an Agent Unavailable [AU] request with the corresponding Priority (PR) parameter value has been received
When using switch-determined routing, Softdial CallGem™ will send:
- a Request Unavailable [RU] message
- an Unavailable Granted [UG] message
but will not proceed until it has received a Now Unavailable Granted [NU] message from the telephony layer. - Issue an Agent Free [AF] message
- Respond as if a Log Out [LO] request has been received
- Issue a Now Logged Out [NO] message
For tracking purposes, Softdial CallGem™ will also write these messages to the message log.
Valid reasons for issuing a Kill Agent [KA] request include the following:
- A supervisor judges that an agent is behaving inappropriately and must be removed from a call
- An agent has been left in limbo due to an application error
For emergency shutdown - KillCampaign [KC]
To immediately shut down a running campaign, the Control App may issue a Kill Campaign [KC] request. As with agent removal, in response to this Softdial CallGem™ will perform all the necessary transactions for the clean shutdown of a campaign, without the need for further intervention (except when using switch-determined routing. (See Note under the first bullet in the Agent Removal section above).
Softdial CallGem™ will:
- Respond as if a Kill Agent [KA] request has been issued for every agent logged in to that campaign (see Agent Removal above)
- Respond as if a Close Campaign [CC] request with a Send Numbers Back (SB) parameter has been received
- Issue a Now Closed [NC] message
For tracking purposes, Softdial CallGem™ will also write these messages, including all agent removal messages, to the message log.
Valid reasons for issuing a Kill Campaign [KC] request include the following:
- A critical agent script error has been discovered
- The campaign has been left in limbo due to an application error