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Checks the status of a specific agent. |
Supported Script Types
Properties
| Property | Details |
|---|---|
| AgentID | The agent ID variable name. Outbound skills have a custom script assigned, therefore when the Runapp fires in the outbound custom script, it uses the Begin action since it already "knows" who the agent is (the one making the outbound call). Therefore, a screen pop will only work if {__agentID} is used as the variable name. For inbound scripts, the script does not "know" who the agent is until Onanswer fires, which sets the agent ID variable to AGENTID. |
| StateVariable |
Variable that details the agent state The availability status of an agent. (available, unavailable, ACD (automatic call distribution), outbound, and so on).
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| ReasonVariable |
Specific description of the agent state. For example, if the user is in an ACD state, the reason shows the name of the Used to automate delivery of interactions based on agent skills, abilities, and knowledge being used.
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Branches
| Branch | Details |
|---|---|
| Default | Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined. |
| NotLoggedIn | Path taken if the agent is not logged in. |
| Available | Path taken if the agent is logged in and available. |
| Unavailable | Path taken if the agent is logged in but not available. |
| InboundContact | Path taken if the agent is logged in and engaged with an inbound contact. |
| OutboundContact | Path taken if the agent is logged in and engaged with an outbound contact. |
| InboundConsult | Path taken if the agent is in a state The availability status of an agent. where they will be accepting inbound consults. |
| OutboundConsult | Path taken if the agent is in a state where they will be accepting outbound consults. |
| Dialer | Path taken if the agent is logged in to an outbound dialing skill. |
| LoggedIn | Path taken if the agent has logged in to the system but has not yet set the agent state. |
Phone Script Example Using Agentstate
In this sample phone script, the IF action checks to see if a specific agent ID value exists. If so (TRUE), then Agentstate checks that agent's availability. If that agent is available, Reqagent requests that specific agent. If no, the call goes to the script (via Runsub) that is used to record a message.
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