Pega Call supports the following agent states:

Login

The CSR is logged into the ACD and the call queue and can further specify their availability to accept calls.

Available

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.

Unavailable

The CSR cannot accept any calls from the ACD or call queue. While in this state, no calls are routed to the CSR.

Logout

The agent is logged out of ACD and the call queue. While in this state, no calls are routed to the CSR.

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.