cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
111
Views
0
Helpful
1
Replies
Beginner

Work/WrapUp State

I have a gadget that identifies callers (via a database) and then performs a screen pop with a form for agents to fill out if certain criteria are met regarding the caller.  I want to place the agent into a 'Work/WrapUp' state only when the form is triggered but cannot get the state to change when the screen pops (note the call has ended as this is what triggers the screen pop).  Anyone know why a user.setState(states.WORK) statement (where states = finesse.restservices.User.States) would not trigger the desired result?

1 REPLY 1
Cisco Employee

Re: Work/WrapUp State

Hi,

You had stated:

cannot get the state to change when the screen pops (note the call has ended as this is what triggers the screen pop)

An agent cannot go into WORK state if they are no longer on the call. You can take a look at the agent state transition here: https://developer.cisco.com/site/finesse/docs/#userchange-agent-state

So, you are probably getting an error when you are moving the agent into work state at that time.

Thanx,

Denise

CreatePlease to create content
Content for Community-Ad
August's Community Spotlight Awards