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Implementing the SetAgentReady activity

Updated on December 28, 2022

Pega Call uses the SetAgentReady activity to set the agent state of a CSR to Ready. When the state is set to Ready, the CSR receives calls from the queue. The CSR needs to log into at least one queue before they invoke this activity.

If the request causes an error, 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 SetAgentReady 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 Inegration (CTI) server specifies or the Automatic Call Distributor (ACD) queue. This property is optional.
AgentIDThe CSR ID in the ACD. This property is required and populated during login.
  1. In Dev Studio, on the AgentState property page, set the Ready equivalent state of the CTI server.
  2. Set other CTI server specific properties, such as queue or work mode, that you need to send in addition to the agent state change request.
  3. Invoke the appropriate request to the CTI server by using the Pega Platform integration connector.
  4. Identify errors, and then handle them as discussed in Handling Errors.

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