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(Created page with "<translate> = Agent State = Agent State is used to request an agent's state and interaction information, as well as to change an agent's state. Use either the ''getState'' or...")
 
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''getState'' can be called any time to request information about an agent's current state and interactions.
 
''getState'' can be called any time to request information about an agent's current state and interactions.
  
−
=== Request ===
+
=== Syntax ===
 
  window.bpspat.api.getState(callback)
 
  window.bpspat.api.getState(callback)
  
−
=== Object-Type ===
+
=== Parameters ===
−
data (JSON)
+
{|border="1" style="border-collapse:collapse" cellpadding="5"
 +
| '''Parameter'''
 +
| '''Type'''
 +
| '''Description'''
 +
|-
 +
| callback
 +
| function (data)
 +
| JavaScript method executed when API method request is completed
 +
|}
  
−
=== Response ===
+
== Response ==
−
callback = function(data) {
+
The response object contains the following fields.
 +
 
 +
{|border="1" style="border-collapse:collapse" cellpadding="5"
 +
| '''Name'''
 +
| '''Description'''
 +
|-
 +
| data.agent_id
 +
| Agent username
 +
|-
 +
| data.status
 +
| Agent state (e.g., "Ready" or "Not Ready")
 +
|-
 +
| data.reason
 +
| Not Ready reason (e.g., "Lunch" or "Break")
 +
|-
 +
| data.interactions
 +
| Interaction data
 +
|-
 +
| data.item.id
 +
| Interaction ID (string)
 +
|-
 +
| data.global_id
 +
| Global interaction ID (GIID; string)
 +
|-
 +
| data.phone_number
 +
| Customer phone number
 +
|-
 +
| data.service
 +
| Name of the service handling the interaction
 +
|-
 +
| data.screenpop_data
 +
| Information shown on screen-pop
 +
|-
 +
| data.attached_data
 +
| File attachments
 +
|}
 +
 
 +
=== Example ===
 +
{
 
  data.agent_id: "john.smith";
 
  data.agent_id: "john.smith";
 
  data.status: "Not Ready";
 
  data.status: "Not Ready";
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  ]
 
  ]
 
  }
 
  }
 +
  
 
== setStatus ==
 
== setStatus ==
−
Use the ''setStatus'' method to request an agent routing state change (with or without a reason code).
+
Requests an agent routing state change (with or without a reason code).
  
−
=== Example ===
+
=== Syntax ===
 
  window.bpspat.api.setStatus(status, reason_code="")
 
  window.bpspat.api.setStatus(status, reason_code="")
 +
 +
=== Parameters ===
 +
{|border="1" style="border-collapse:collapse" cellpadding="5"
 +
| '''Parameter'''
 +
| '''Type'''
 +
| '''Description'''
 +
|-
 +
| status
 +
| string
 +
| Specifies the agent state to be set
 +
|-
 +
| reason_code
 +
| number
 +
| Specifies the reason for agent state change
 +
|}
  
  

Revision as of 20:03, 4 October 2018

• 5.19 • 5.3 • 5.8

<translate>

Agent State

Agent State is used to request an agent's state and interaction information, as well as to change an agent's state. Use either the getState or setStatus method.

getState

getState can be called any time to request information about an agent's current state and interactions.

Syntax

window.bpspat.api.getState(callback)

Parameters

Parameter Type Description
callback function (data) JavaScript method executed when API method request is completed

Response

The response object contains the following fields.

Name Description
data.agent_id Agent username
data.status Agent state (e.g., "Ready" or "Not Ready")
data.reason Not Ready reason (e.g., "Lunch" or "Break")
data.interactions Interaction data
data.item.id Interaction ID (string)
data.global_id Global interaction ID (GIID; string)
data.phone_number Customer phone number
data.service Name of the service handling the interaction
data.screenpop_data Information shown on screen-pop
data.attached_data File attachments

Example

{
	data.agent_id: "john.smith";
	data.status: "Not Ready";
	data.reason: "Lunch"
	data.interactions: [ {
		data.item_id: "123123123";
		data.global_id: "asd234asdf234df"
		data.phone_number: "55511122233"
		data.service: "Customer Support"
		data.screenpop_data: "Case: 123123"
		data.attached_data: {a:b, c:d}
		data.service: "Customer Support";
 		}, ...
	]
}


setStatus

Requests an agent routing state change (with or without a reason code).

Syntax

window.bpspat.api.setStatus(status, reason_code="")

Parameters

Parameter Type Description
status string Specifies the agent state to be set
reason_code number Specifies the reason for agent state change



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