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The LoginAgent activity

Updated on October 7, 2021

This activity is used to log in the agent into a queue. When this activity is enabled, the agent receives calls from the queue and can manage their agent state to either Ready or Not Ready state. In this activity you can also specify the queue to which you want the agent to log on.

Unlike in other Pega OpenCTI activities, when this log in 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.

Property NameDescription
QueueSpecifies 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
AgentOptionsProperty page that contains the reason code for logging the agent out. This is an optional property.
AgentIDThe agent ID on the ACD or Queue. This is a required property that is populated on the page during login.
AgentPasswordThe password for the Agent on the ACD or Queue. This is a required property that is populated on the page during login.
  1. Use the AgentId and AgentPassword properties on the adapter page. The OpenCTI adapter copies the extension details to the device number.
  2. Build a request appropriate for your connector.
  3. Invoke the appropriate request to the CTI Server using Pega Platform 8.6 integration connector.
  4. Identify errors and handle it as discussed in Handling Errors.

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