Task Routing

Media - Change Agent to Routable/Not Routable

The Media—Change Agent to Routable/Not Routable API allows a user to set an agent's routable mode in a Media Routing Domain. Routable mode determines whether CCE can route tasks to an agent in a Media Routing Domain.

When the routable parameter is set to true, the agent is routable. CCE can assign task to the agent in that MRD.

When the routable parameter is set to false, the agent is not routable. CCE cannot assign tasks to the agent in that MRD.

Make the agent not routable to stop sending tasks to the agent without changing the agent's state to NOT_READY. If an agent changes to NOT_READY state while still working on tasks, those tasks appear ended in CCE reports; time spent working on the tasks after going Not Ready is not counted. You may want to make the agent not routable near the end of the agent's shift, to allow the agent to finish final tasks without being assigned more tasks and to report accurately on those final tasks.

In a RONA situation, in which a task is resubmitted because an agent does not accept a task within the MRD's Start Timeout threshold, Finesse automatically makes the agent not routable.

If a user sets the agent's mode to not routable when an agent has pending incoming tasks or has not started an accepted task, the agent's mode does not change until the agent has started these tasks.

The agent's mode is set to routable automatically when the agent signs in, and when the agent changes to READY state.

URI:

http://<FQDN>/finesse/api/User/<id>/Media/<mrdId>

Example URI:

http://finesse1.xyz.com/finesse/api/User/1234/Media/5001

Security Constraints:

Users can only act on their own Media objects.

HTTP Method:

PUT

Content Type:

Application/XML

Input/Output Format:

XML

HTTP Request: 

<Media>
   <routable>true</routable>
</Media>

Request Parameters:

id (required): The ID of the user

mrdId (required): The ID of the MRD

routable(required): Indicates whether CCE can route tasks to the user in the MRD.

Header Parameters:

requestId: A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter is not part of the resulting event/events.

HTTP Response:

202: Successfully Accepted

Note   

The requestId is included in the response header if provided.

This response only indicates successful completion of the request. The request is processed and the actual response is sent as part of a media notification.

400: Bad Request (for example, invalid input for parameters)

400: Parameter Missing

401: Unauthorized (for example, the user is not authenticated in the Web Session)

404: Not Found (for example, the user ID or mrdId is not known)

500: Internal Server Error

Example Failure Response: 

<ApiErrors>
    <ApiError>
        <ErrorData>1</ErrorData>
        <ErrorMedia>5001</ErrorMedia>
        <ErrorMessage>E_ARM_STAT_ALREADY_IN_REQUESTED_AGENT_MODE</ErrorMessage>
        <ErrorType>Agent already in requested mode</ErrorType>
    </ApiError>
</ApiErrors>

Notifications Triggered:

Media notification

Asynchronous Errors

If an error occurs after the initial validation is complete, an error notification is sent over XMPP to the Media notification. The requestId is included in the response XML. The ErrorMedia parameter in the ApiError information indicates the Media Routing Domain to which the error applies.



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