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Community Member

Agent Status

Hi,

Is there a way to check the agent status (Available, In session, Logged Off....) from the scripting tools or from an external application?? Is there a variable that we can read, or a function we can use...

Thanx

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Community Member

Re: Agent Status

For IPCC, with ICM 4.6.1, the Send to Agent node in the ICM Script Editor provides an option to test if the agent is available. If this option is selected and the agent is available, then the node will select the specified agent and the appropriate label will be returned to the routing client. If this option is selected and the agent is in any other state except available, then the node will exit the failure path and the routing script will continue. This allows you to target specific types of calls to specific agent(s), but if they are not available, then you can send the call to a generic skill group. Or in IPCC you can use reporting to see that current state of each agent. But from a routing perspective, the only visibility to a particular agents state is via the Send to Agent node.

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