About Forced Agent Logout and Forced Agent Login

In general, if an agent is in the talking state, that agent state cannot be changed to the logout state.

However there are cases when an agent logout is mandatory. In these cases, the forced flag must be set to 1 in the SET_AGENT_STATE_REQ message.

For example:

• When a windows-based client closes, regardless of the current state of the agent, the agent state must be changed to Logout.

• In a contact center environment, some agents may share the same phone extension since they work on different shifts. In this case, if agent A is talking to a customer, then agent B with the same extension is not able to set his or her state to login. Instead, agent B must set the force flag to 1 in the SET_AGENT_STATE_REQ message in order to set his or her state to login. This message also automatically logs out Agent A, though it does not terminate Agent A’s phone call.

  Note	Even though Agent A is automatically logged out, that agent can still finish talking with the customer. However, Agent B is now listed as the Agent with that extension number and the next call for that extension goes to Agent B.