AGENT_STATE_EVENT
An agent-state change (such as logging on, becoming available to handle incoming calls, and so on) sends to the client an AGENT_STATE_EVENT message, defined in the following tables.
|
Fixed part Field name |
Description |
Data type |
Byte size |
|---|---|---|---|
|
reserved |
A value of 0. |
UINT |
4 |
|
reserved |
A value of 1. |
UINT |
4 |
|
reserved |
A value of 0. |
UINT |
4 |
|
reserved |
A value of 21. |
USHORT |
2 |
|
CSQState |
One of the values representing the current state of the agent (see Table 1). If only one event is sent for the agent (Not one for each CSQ to which the agent belongs) this is set to 0. |
USHORT |
2 |
|
StateDuration |
The number of seconds since the agent entered this state (typically 0). |
UINT |
4 |
|
CSQID |
The Customer Service Queue ID affected by the state change, as known by CCX. |
UINT |
4 |
|
reserved |
A value of 0XFFFFFFFF. |
UINT |
4 |
|
reserved |
A value of 0. |
USHORT |
2 |
|
AgentState |
The value representing the current state of the associated agent (see Table 1). |
USHORT |
2 |
|
EventReasonCode |
A Unified CCX code indicating the reason for the state change. (see Reason Codes for Agent State Change) |
USHORT |
2 |
|
reserved |
A value of 1. |
INT |
4 |
|
reserved |
A value of 0. |
UINT |
4 |
|
reserved |
A value of 0. |
USHORT |
2 |
|
reserved |
A value of 0. |
UINT |
4 |
|
reserved |
A value of 0. |
INT |
4 |
|
reserved |
A value of 1. |
INT |
4 |
|
numCSQs |
If information for more than one CSQ is passed, this must be non-zero and indicates the number of records (CSQID, and CSQState, Reserved[63], and Reserved[64] fields) present in the floating part of the message. There can be up to 99 records. If more than 99 are required, then another AGENT_STATE_EVENT message must be sent. If there are 0 records in the floating part of the message, then a single record (of CSQID and CSQState) is specified in the fixed part of the message. |
USHORT |
2 |
|
Floating part Field name |
Value |
Data type |
Maximum size |
|---|---|---|---|
|
CTIClientSignature[23] (optional) |
The signature of the client that is associated with this agent. |
STRING |
64 |
|
reserved[5] |
Ignore this value. |
STRING |
12 |
|
AgentExtension[4] |
The agent’s IP phone extension. |
STRING |
16 |
|
AgentInstrument[6] (optional) |
The agent’s IP phone number. |
STRING |
64 |
|
AgentID[194] (optional) |
The agent’s Unified CCX login. |
STRING |
129 |
|
Duration [150] (optional) |
If present specifies in seconds the anticipated time in the state specified. This is useful for work states to estimate the time before going ready or not ready. |
UINT |
4 |
|
NextAgentState[123] |
The next agent state (if known). |
USHORT |
2 |
|
CSQID[62] |
The ID of the CSQ affected by the state change. If a particular CSQ is specified, the state in all other CSQs is implicitly made BUSY_OTHER. |
UINT |
4 |
|
reserved[63] |
Set this value to 0XFFFFFFFF. |
UINT |
4 |
|
reserved[64] |
A value of 0. |
USHORT |
2 |
|
CSQState[65] |
One of the values from Table 1 representing the current state of the associated agent about the CSQ. There can be more than one CSQ field in the message (see numCSQs above). |
USHORT |
2 |
|
ActiveTerminal[303] (Version 18 and later) |
This field contains the device name of the selected terminal if the agent device selection feature is enabled. |
STRING |
64 |