Created by: Fernando Mousinho on 31-03-2010 12:58:08 AM Reading through the CTI Server documentation, it is unclear how Remote Agents affect Agent_State_Events. When setting the agent state, the I can use a semi-collon in the AgentIntrument field to separate intrument and phone number. Are Agent_State_Events formatted the same way? In other words, can I get events that tell me the phone number the agent is using? Thanks.
Subject: RE: Agent Events with Remote (aka Mobile) Agent Replied by: David Lender on 23-12-2011 03:21:10 PM The remote (mobile) agent affects the Agent state Instrument field. For Remote Agent login, use ";" to separate the instrument and agent phone number in the AgentInstrument field. Use RA_CALL_BY_CALL or RA_NAILED_CONNECTION in the AgentWorkMode field for the Remote Agent login mode.
So yes, you can determine from the AGENT_STATE_EVENT the phone number the agent is using.