Contact Center Script for AgentExtension

[liettig]

Hi,

I need a script that returns Agent extension of an already logged-in agents.. (I mean that I need to know if a specific agent is already logged in or not)

is it possible?..

thx in advance

[Graham Old · Accepted solution]

You can get an Agents current state using the "Get Reporting Statistic"

Report Object = Resource IPCC Express

Field = State

Row Identifier = AgentID

Result Statistic = (Result in a string variable)

You must know the agents ID in order to get the status.

From memory the status is pretty basic. "Not Ready" means they can't accept a call from the CSQ. You can't tell why they are "Not Ready"

If you are looking for someone in the team you would have to have a list of agents in an XML file or a database. You would then have to loop through the list.

One you have a Agent ID you can get an extension via the "Get User Info" step.

Graham

[liettig]

Hi graham,

so there is no way to know if a specific agent is logged in or not.. It is only possible to know the state of a specific agent.. right?

thx

[Graham Old]

Agent State can be "Logoff", "Not Ready", "Ready" or "Invalid"

Logoff = Valid agent ID but not logged on

Not Ready = Agent may be not ready, in work or talking

Ready = Agent is Ready

Invalid = The ID is not a valid agent

I have not seen any other status values.

Graham

[liettig]

Thank you so much. It solved my problem.

Gabriele