Moving Agents
Moving agents between outbound and inbound campaigns needs to be handled with precision. The greatest of these is the need to take into account the state of both Softdial CallGem™ and agent when requesting movement.
As Softdial CallGem™ has a rigorous API for agent availability (see Agent Integrity), any third-party integrators wanting to support agent movement must deal thoroughly with availability negotiation.
These difficulties are overcome within Softdial CallGem™ through use of the Move Agent [MA] (Management layer) and Agent Moving [AM] (Agent layer) messages.
Softdial CallGem™ controlled automatic blending and agent chaining between outbound campaigns is done with Campaign Update [CU] (Campaign layer) messages. The Move Agent [MA] message is only used where the agent layer is controlling agent movement.
From V10.6.418 - a new Keep Home (KH) parameter has been added to the Move Agent [MA] and Agent Moving [AM] messages. This parameter determines whether the agent's 'Home' campaign is changed when a move occurs. The default behaviour of
- blend, callback and transfer moves is to keep the original home campaign
- campaign chaining is to change home campaign
- a user Move Agent [MA] command is to change the home campaign, unless the Keep Home (KH) parameter is specified on the user Move Agent [MA]message
Message sequence for moving agents
When Softdial CallGem™ receives a Move Agent [MA] request, it will, without further intervention:
- respond as if an Agent Unavailable [AU] request with Priority (PR) parameter of value 0 has been received
- issue an Agent Free [AF] message
- respond as if a Log Out [LO] request has been received
- issue a Now Logged Out [NO] message
- respond as if an Agent Login [AL] request has been received for the destination campaign
- issue a Logged In [LI] message
- respond as if an Agent Available [AA] request has been received
- issue a Now Available [NA] message
For tracking purposes, Softdial CallGem™ writes these messages to the message log.
Transfer of control
Since the movement process is dependent on Softdial CallGem™ releasing the agent from the outbound pool, the move itself may not be immediate. Agent desktop applications that need to keep track of agent availablility should watch for, and respond to, the following messages/ events issued during an agent move: