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Is it Possible to put agent in Busy state (maybe secondary Busy status) after the end of an interaction or end of ACD call

  • 1.  Is it Possible to put agent in Busy state (maybe secondary Busy status) after the end of an interaction or end of ACD call

    Posted 05-20-2024 14:38

    Hi Guys,

    Is it Possible to put agent in Busy state (maybe secondary Busy status) after the end of an interaction or end of ACD call.

    The default behavior is either agent get put into wrap-up mode after end of a call if ACW is enabled, else the agent gets pushed back to on-queue. 

    what I want to achieve is to push agent to Busy state after end of an ACD call. The reason I want this to happen is to be able to use presence API (as a trigger in salesforce) to then put back the busy mode to on-queue mode.


    #ArchitectureandDesign
    #Implementation
    #API/Integrations
    #Telephony

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    Sagar Tawde
    MetLife Services and Solutions, LLC
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  • 2.  RE: Is it Possible to put agent in Busy state (maybe secondary Busy status) after the end of an interaction or end of ACD call
    Best Answer

    Posted 05-21-2024 04:15

    Hi Sagar,

    You should be able to do this using Triggers. There are topic names that you can set for the trigger, which will fire based on events like Customer.End (as soon as customer side of the call ends), then the trigger calls the associated WorkFlow callflow, and this is where you can use Architect design to do what you want to do next, like change status of agent to BUSY etc.

    Regards



    ------------------------------
    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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    Original Message


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