WikiSysop at 12:15, July 8, 2022

2022-07-08T12:15:51Z

WikiSysop: Created page with "{{ArticleSimplifiedWikiEdit |DisplayName=Agent state and DN events |Context=Find information about the agent state and DN events that Voice Microservices produce. }} Agent sta..."

2022-06-30T21:15:53Z

Created page with "{{ArticleSimplifiedWikiEdit |DisplayName=Agent state and DN events |Context=Find information about the agent state and DN events that Voice Microservices produce. }} Agent sta..."

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{{ArticleSimplifiedWikiEdit
|DisplayName=Agent state and DN events
|Context=Find information about the agent state and DN events that Voice Microservices produce.
}}
Agent state and DN events are stored in the '''voice-agentstate''' topic.

Voice Microservices support the following agent state and DN events, which are described on this page. Click the attribute names in the tables below to see fuller descriptions of the attributes.
{{AnchorDiv|EventList}}
{{ColumnFormat|cols=3|content=
{{#cargo_query:
tables=PEEvent
|fields=CONCAT('[[{{FULLPAGENAME}}#',Event,'|',Event,']]')
|where=_pageName LIKE "{{FULLPAGENAME}}"
|format=ul
}}
}}
{{PEEvent
|Event=EventAgentLogin
|EventDesc=The agent has logged in to the ACD group specified by '''ThisQueue'''. Multiple agent logins are allowed for the same DN and agent ID combination (since EventAgentLogin does not indicate by itself a transition of agent state).

'''AgentID''' must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the '''Extensions''' attribute might include a <tt>ReasonCode</tt> value specifically used to communicate hardware reasons.
|EventGroup=Agent state and DN
|OptionalAttrs=Agent ID, CustomerID, Reasons, ReferenceID, ThisQueue, Agent Work Mode, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventAgentLogout
|EventDesc=The agent has logged out of the ACD group specified by '''ThisQueue'''.

On CTI platforms that support agent login for multiple queues, this event signals that the agent has been moved to the Logged Out state, and is therefore used only for an agent's final logout. (EventQueueLogout, on the other hand, indicates that an agent remains logged in to some other ACD queue. For more information, see <u>EventQueueLogout</u>.)

'''AgentID''' must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the '''Extensions''' attribute might include a <tt>ReasonCode</tt> value specifically used to communicate hardware reasons.
|EventGroup=Agent state and DN
|OptionalAttrs=ReferenceID, CustomerID, Agent ID, ThisQueue, Reasons, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{AnchorDiv|EventQueueLogout}}
{{PEEvent
|Event=EventQueueLogout
|EventDesc=The agent has logged out of the ACD queue specified by '''ThisQueue''', but remains logged in to some other ACD queue.

'''AgentID''' must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the '''Extensions''' attribute might include a <tt>ReasonCode</tt> value specifically used to communicate hardware reasons.
|EventGroup=Agent state and DN
|OptionalAttrs=ReferenceID, CustomerID, AgentID, ThisQueue, Reasons, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventAgentReady
|EventDesc=The agent is ready to receive ACD calls.

'''AgentID''' must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the '''Extensions''' attribute might include a <tt>ReasonCode</tt> value specifically used to communicate hardware reasons.
|EventGroup=Agent state and DN
|OptionalAttrs=AgentID, CustomerID, Reasons, ReferenceID, ThisQueue, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time, AgentWorkMode
}}
{{PEEvent
|Event=EventAgentNotReady
|EventDesc=The agent is not ready to receive ACD calls.

'''AgentID''' must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the '''Extensions''' attribute might include a <tt>ReasonCode</tt> value specifically used to communicate hardware reasons.
|EventGroup=Agent state and DN
|OptionalAttrs=AgentID, CustomerID, Reasons, ReferenceID, ThisQueue, AgentWorkMode, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventDNOutOfService
|EventDesc=The DN specified in the '''ThisDN''' attribute is out of service and cannot make or receive calls. This event is generated when an out-of-service state is first detected or when a new client registers on a DN known to be out of service.

When a DN is out of service, only the following Voice Microservices requests can be issued for it: client registration and unregistration, queries, agent login, and private service requests.

Voice Microservices return a TERR_OUT_OF_SERVICE error if called on to attempt a supported operation that cannot progress on an out-of-service DN.

When a DN goes out of service, Voice Microservices notify the user about the termination of active calls or change an agent state (not ready/logout) using normal events. The other applications should rely only on those events to change the DN/agent state.
|EventGroup=Agent state and DN
|OptionalAttrs=Extensions
|MandatoryAttrs=ThisDN
}}
{{PEEvent
|Event=EventDNBackInService
|EventDesc=The DN specified in the '''ThisDN''' attribute is back in service and can make or receive calls. This event is generated when a DN, which has been out of service and for which the EventDNOutOfService was previously distributed, returns to service.

In the absence of EventDNOutOfService and EventDNBackInService, all clients should assume, for backward-compatibility reasons, that the DN is in service.

Between EventDNOutOfService and EventDNBackInService, the client is not able to perform any requests, and no events should be expected during this outage. Genesys recommends that you perform <tt>TQueryAddress()</tt> after EventDNBackInService to ensure synchronization between Voice Microservices and the client.
|EventGroup=Agent state and DN
|OptionalAttrs=Extensions
|MandatoryAttrs=ThisDN
}}
{{PEEvent
|Event=EventDNDOn
|EventDesc=The Do-Not-Disturb (DND) feature has been turned on for the telephony object specified by '''ThisDN'''.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Reasons, ReferenceID, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventDNDOff
|EventDesc=The Do-Not-Disturb (DND) feature has been turned off for the telephony object specified by '''ThisDN'''.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Reasons, ReferenceID, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventForwardSet
|EventDesc=The Forwarding feature has been turned on for the telephony object specified by '''ThisDN'''.

The '''InfoStatus''' event attribute has a value of either <tt>CallForwardingStatus</tt> or <tt>SendAllCallsStatus</tt> in the EventForwardSet event.

The '''OtherDN''' event attribute specifies the target party when the Forward feature is in progress.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Extensions, InfoStatus, OtherDN, Reasons, ReferenceID, ForwardMode
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventForwardCancel
|EventDesc=The Forwarding feature has been turned off for the telephony object specified by '''ThisDN'''.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Extensions, Reasons, ReferenceID
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventMonitoringNextCall
|EventDesc=A request to monitor the next call(s) has been accepted. The event is delivered to the applications on the supervisor's and agent's desktops.

A supervisor who monitors calls as a result of the <tt>TMonitorNextCall()</tt> request is able to hear and participate in conversations on the monitored DN. If it is necessary to receive events associated with conversations, the supervisor's soft phone must be registered with the various DNs that might be monitored.

When the event is delivered to an application on the supervisor’s desktop, '''ThisDN''' is set to the supervisor’s DN and '''ThisDNRole''' is set to <tt>DNRoleObserver</tt>. When the event is delivered to an application on the agent’s desktop, '''ThisDN''' is set to the agent’s DN and '''ThisDNRole''' is set to <tt>DNRoleDestination</tt>.

When the event is delivered to an application on the supervisor’s desktop, '''OtherDN''' is set to the agent’s DN and '''OtherDNRole''' is set to <tt>DNRoleDestination</tt>. When the event is delivered to an application on the agent’s desktop, '''OtherDN''' is set to the supervisor’s DN and '''OtherDNRole''' is set to <tt>DNRoleObserver</tt>.
|EventGroup=Agent state and DN
|OptionalAttrs=ReferenceID, Reasons, Extensions
|MandatoryAttrs=ThisDN, ThisDNRole, OtherDN, OtherDNRole, MonitorNextCallType
}}
{{PEEvent
|Event=EventMonitoringCancelled
|EventDesc=The call monitoring has been canceled, either by a separate call to the <tt>TMonitorNextCall()</tt> function or to the <tt>TCancelMonitoring()</tt> function. The event is delivered to the applications on the supervisor's and agent's desktops.

When the event is delivered to an application on the supervisor’s desktop, '''ThisDN''' is set to the supervisor’s DN and '''ThisDNRole''' is set to <tt>DNRoleObserver</tt>. When the event is delivered to an application on the agent’s desktop, '''ThisDN''' is set to the agent’s DN and '''ThisDNRole''' is set to <tt>DNRoleDestination</tt>.

When the event is delivered to an application on the supervisor’s desktop, '''OtherDN''' is set to the agent’s DN and '''OtherDNRole''' is set to <tt>DNRoleDestination</tt>. When the event is delivered to an application on the agent’s desktop, '''OtherDN''' is set to the supervisor’s DN and '''OtherDNRole''' is set to <tt>DNRoleObserver</tt>.
|EventGroup=Agent state and DN
|OptionalAttrs=ReferenceID, Reasons, Extensions
|MandatoryAttrs=ThisDN, ThisDNRole, OtherDN, OtherDNRole
}}
{{PEEvent
|Event=EventOffHook
|EventDesc=The telephony object specified by '''ThisDN''' has gone off-hook.
|EventGroup=Agent state and DN
|OptionalAttrs=AgentID, CallHistory, CallID, CallState, CallType, ConnID, CustomerID, Extensions, NetworkCallID, NetworkNodeID, ThisTrunk, TransferredNetworkCallID, TransferredNetworkNodeID, UserData
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventOnHook
|EventDesc=The telephony object specified by '''ThisDN''' has gone on-hook.
|EventGroup=Agent state and DN
|OptionalAttrs=AgentID, CallHistory, CallID, ConnID, CustomerID, Extensions, NetworkCallID, NetworkNodeID, ThisDNRole, ThisTrunk, TransferredNetworkCallID, TransferredNetworkNodeID, UserData
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventMuteOn
|EventDesc=A party identified by '''ThisDN''' is now in the <tt>Mute</tt> mode.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Extensions, NetworkCallID, NetworkNodeID, Reasons, ReferenceID, TransferredNetworkCallID, TransferredNetworkNodeID, UserData
|MandatoryAttrs=ConnID, ThisDN, ThisDNRole
}}
{{PEEvent
|Event=EventMuteOff
|EventDesc=A party identified by '''ThisDN''' is no longer in <tt>Mute</tt> (microphone-disabled) mode. The '''ReferenceID''' attribute is set to indicate the corresponding <tt>TSetMuteOff()</tt> function.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Reasons, Extensions, NetworkCallID, NetworkNodeID, ReferenceID, TransferredNetworkCallID, TransferredNetworkNodeID, UserData
|MandatoryAttrs=ConnID, ThisDN, ThisDNRole
}}
{{PEEvent
|Event=EventListenDisconnected
|EventDesc=The switch has registered <tt>Deaf</tt> mode for the specified telephony object (in '''OtherDN''').

The following '''CallStates''' are used:

*<tt>CallStateOk</tt>: The party can still participate in conversation with some active members of the conference.
*<tt>CallStateDeafened</tt>: The party cannot listen to the conversation, but can be heard by the conference members.
*<tt>CallStateHeld</tt>: The party cannot hear or be heard by the conference members.

The '''OtherDN''' attribute applies to the disconnected party.

The '''ThirdPartyDN''' attribute specifies the party that cannot be heard by the disconnected party.

The '''ThisDN''' attribute specifies the party that initiated the request.
|EventGroup=Agent state and DN
|OptionalAttrs=CallHistory, CustomerID, Extensions, NetworkCallID, NetworkNodeID, OtherDNRole, OtherQueue, OtherTrunk, Reasons, ReferenceID, ThisQueue, ThisTrunk, TransferredNetworkCallID, TransferredNetworkNodeID, UserData
|MandatoryAttrs=CallID, CallState, CallType, ConnID, Event, OtherDN, Server, ThirdPartyDN, ThisDN, ThisDNRole, time
}}
{{PEEvent
|Event=EventListenReconnected
|EventDesc=The switch has canceled <tt>Deaf</tt> mode for the specified telephony object.

The '''OtherDN''' attribute specifies the reconnected party.

The '''ThirdPartyDN''' attribute specifies the party that is heard by the reconnected party.

The '''ThisDN''' attribute specifies the party that initiated the request.
|EventGroup=Agent state and DN
|OptionalAttrs=CallHistory, CustomerID, Extensions, NetworkCallID, NetworkNodeID, OtherDNRole, OtherQueue, OtherTrunk, Reasons, ReferenceID, ThirdPartyDN, ThisQueue, ThisTrunk, TransferredNetworkCallID, TransferredNetworkNodeID, UserData
|MandatoryAttrs=CallID, CallType, ConnID, Event, OtherDN, Server, ThisDN, ThisDNRole, time
}}
{{PEEvent
|Event=EventMessageWaitingOn
|EventDesc=The Waiting indicator has been turned on for the telephony object specified by '''ThisDN'''.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Extensions, Reasons, ReferenceID
|MandatoryAttrs=Event, Server, ThisDN, time
}}
{{PEEvent
|Event=EventMessageWaitingOff
|EventDesc=The Waiting indicator has been turned off for the telephony object specified by '''ThisDN'''.
|EventGroup=Agent state and DN
|OptionalAttrs=CustomerID, Reasons, ReferenceID, Extensions
|MandatoryAttrs=Event, Server, ThisDN, time
}}

VM/Current/VMEventsandModels/AgentStateandDNEvents - Revision history

WikiSysop at 12:15, July 8, 2022

WikiSysop: Created page with "{{ArticleSimplifiedWikiEdit |DisplayName=Agent state and DN events |Context=Find information about the agent state and DN events that Voice Microservices produce. }} Agent sta..."