These APIs allow a user to change the state of an Agent on the CTI server and to get the current state of the agent. Agents can change their own states; if the request to change an agent's state is successful, the response is sent as part of a user notification.
Users can set the following states with this API:
Ready
Not Ready
Note
Users cannot place themselves in the following states. For example, agents cannot change their state to TALKING. Agents enter the TALKING state when they answer a call.
RESERVED
TALKING
HOLD
WORK
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
Also known as Computer-Telephony Integration. Traditional telecommunications equipment, when merged with computers and computer applications is CTI. The use of Caller ID to retrieve customer information automatically from a database is an example of a CTI application. This integration allows users to store call- and contact-related data in a database and retrieve it as required - before, during, or after a call.
Also known as Application Programming Interface. A set of routines, protocols, and tools for using software applications. API also can refer to an interface that enables third-party programs to connect to any of Acqueon's applications.
The state where an agent is logged-in and in a position to receive calls from the dialer.
This is an agent state. The agent is logged-in, but cannot receive calls. The agent can be in this state for other reasons also, as configured by an administrator.
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