This document was generated from CDN thread
Created by: Till Affolter on 31-07-2013 07:38:12 AM
In our CTI Client we would like to use the DEFLECT_CALL_REQ on the CTI Server interface to deflect certain calls from the IP phone of an agent back to a UCCE queue. But to "protect" the affected agent we somehow have to change the agent’s state to not ready. Unfortunately, the CTI Server does not accept an agent-state-change-request while a call is offered to an agent, so a fired SET_AGENT_STATE_REQ gets answered with a failure-conf. And setting the agent to not ready after the deflect has happened is also not possible since if there are calls in the queue, the agent gets immediately assigned to the next call.
Is UCCE able to change an agent's state automatically when it receives a deflect-call-request? Or could an SET_AGENT_STATE_REQ while a call is alerting at the agent's phone be allowed?
Thanks,
Till
Subject: RE: New Message from Till Affolter in CTI Server Protocol (GED-188) - CTI S
Replied by: David Lender on 31-07-2013 08:01:03 AM
UCCE is NOT able to change an agent’s state automatically when it receives a deflect call request. Also, you cannot SET_AGENT_STATE_REQ while a call is alerting.
