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• 5.3 • 5.8

Set Agent State

The Set Agent State allows you to set an agent's state.


Scenario Builder Set Agent State scenario block


Conditional Exits

The Set Agent State block may take the Authentication Failed conditional exit if the supplied extension number and PIN combination does not match credentials of any configured user.


Scenario Builder Set Agent State conditional exit


Settings

Agent’s digital ID (extension)

Agent’s digital ID is the agent’s extension number or the name of the variable that holds the extension number (e.g., $(varPhone)).

Over the phone agent PIN

Over the phone agent PIN is the agent’s PIN or the name of the variable that holds the agent’s PIN (e.g., $(varPIN)).

New state

This is the desired new state to set the agent to.


Scenario Builder Set Agent State scenario block settings


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