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Implementing the LogoutAgent activity

Updated on December 28, 2022

Pega Call uses the LogoutAgent activity to log a CSR out of Pega Call. When the agent state is Log out, the CSR no longer receives calls from the queue and cannot change their agent state. The CSR needs to be logged into at least one queue before this method is invoked.

When you send a logout request, the following two activities are called:

CloseAdapter activity
This activity is called when a user logs out of the telephony device.
UnSubscribeForEvents activity
This activity is called to send the request to stop the event subscription for a device.

When a logout request is successful, no status or properties are updated. When there is an error on the request, the status is set to Fail and the status message contains an error message.

You can see the following properties on the primary page of the clipboard:

Properties of the LogoutAgent activity

Property NameDescription
QueueThe property that specifies to which queue the CSR is logged in to. If this property is left blank, the CSR is logged out of the queue that is specified by the Computer Telephony Integration (CTI) server or Automatic Call Distributor (ACD) queue(s). This is an optional property
AgentOptionsThe property page that contains the reason code for logging the CSR out. This is an optional property.
AgentIDThe CSR ID in the ACD. This is a required property that is populated on the page during login.
  1. In Dev Studio, on the AgentState property page, set the logout equivalent state of the CTI server.
    When a CSR selects a reason code for logout, the OpenCTI adapter sets this value on the AgentOptions embed page on the pyOpenCTI.pyReasonCode property.
  2. Set other CTI server-specific properties that need to be sent with the agent state change request.
  3. Build a request appropriate for your connector.
  4. Invoke the appropriate request to the CTI server using Pega Platform integration connector.
  5. Identify errors and handle them as discussed in Handling Errors.

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