This activity is used to set the agent state to Ready. When the state is set to Ready, then the agent starts receiving calls from the queue. However, the agent must be logged into at least one queue before this method is invoked.
Unlike in other Pega OpenCTI activities, when this request is successful, no statuses or properties would be updated. When there is an error on the request, the status is set to Fail and the status message contains an error message.
The following are the properties of this activity that can be seen on the primary page of the clipboard.
|Queue||Specifies which queue to log the agent into. You can configure to agents to log in and log out of specific queues. If this property is left blank, then the agent will be logged into the queues specified by the CTI server or Automatic Call Distributor (ACD) queue. This is an optional property|
|AgentID||The agent ID on the ACD or Queue. This is a required property that is populated on the page during login.|
- On the AgentState property page, set the Ready equivalent state of the CTI server.
- Set other CTI server specific properties such as a Queue or a work mode that are to be sent with the Agent State change request.
- Invoke the appropriate request to the CTI Server using Pega Platform 8.6 integration connector.
- Identify errors and handle it as discussed in Handling Errors.