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Implementing the SetAgentNotReady activity

Updated on December 28, 2022

Pega Call uses the SetAgentNotReady activity set the agent state of a CSR to Not Ready. When the state is Not Ready, the CSR receives no calls from the queue. The CSR needs to be logged into at least one queue before they invoke this activity.

If an error occurs with the request, the system sets the status to Fail and the status message contains an error message.

The following table shows the properties of this activity that you can see on the primary page of the clipboard.

Properties of the SetAgentNotReady activity

Property NameDescription
QueueThe property that specifies to which queue the CSR logs in to work. If this property is blank, the CSR logs into the queue that the Computer Telephony Integration (CTI) server specifies or the Automatic Call Distributor (ACD) queue. This property is optional.
AgentOptionsThe property page that contains the reason code for logging the CSR out. This property is optional.
AgentIDThe CSR ID in the ACD. This property is required. It is populated during login.
  1. In Dev Studio, on the AgentState property page, in the NotReady field, set the equivalent state of the CTI Server.
    When a CSR selects a reason code, the OpenCTI adapter sets this value on the AgentOptions embed page in the pyOpenCTI.pyReasonCode property. For example, for the After Call Work reason code, the WorkMode property on the adapter page is set to AFTER_CALL_WORK. The OpenCTI implementation layer sets the equivalent state of the CTI server in the AgentState property.
  2. Set other CTI server-specific properties that you need to send in addition to the agent state change request.
  3. Build a request appropriate for your connector.
  4. Invoke the appropriate request to the CTI Server by using the Pega Platform integration connector.
  5. Identify errors and handle them as discussed in Handling Errors.

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