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Agent state management activities

Updated on December 28, 2022

In the simple telephony with agent state management mode, when CSRs log into the Automatic Call Distributor (ACD), they need to set their agent state to indicate if they are available or unavailable to answer calls. Pega Call lets CSRs mark their availability in the Call Control Panel.

Note: Agent state management in the Call Control Panel is available in the simple telephony with agent state management mode and the full telephony mode.

Pega Call supports the following agent states:

The CSR is logged into the ACD and the call queue and can further specify their availability to accept calls.
The CSR can accept calls from the ACD or the call queue.
After Call Work
The CSR is temporarily unavailable to accept new calls as they complete work related to a previous call. While in this state, no calls are routed to the CSR.
The CSR cannot accept any calls from the ACD or call queue. While in this state, no calls are routed to the CSR.
The agent is logged out of ACD and the call queue. While in this state, no calls are routed to the CSR.
Note: CSRS can use the Unavailable and Logout states with reason codes. You can require CSRs to submit a reason code whenever they set their state to Unavailable or Logout.

Copy the following activities from the ChannelServices-Embed-Adpter-OpenCTI class to the OpenCTI implementation class to ensure that Pega Call can invoke these activities to send the request to CTI Server:

  • SetAgentReady activity
  • SetAgentNotReady activity

The AgentOptions page stores options, such as the reason code that CSRs use while setting their agent state to NotReady or Logout. To add other agent options to send a request to CTI server, use a corresponding data transform in the ChannelServices-Request-AgentOptions class.

As an OpenCTI developer, translate the Pega Call agent state to the equivalent agent state that the CTI Server supports.

If an agent state change request contains an error, handle it by using the Activity-Set-Status method, and then changing the Severity field to Fail. For more information, see Handling errors.

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