Ready or Not Ready

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Overview

This event is triggered when an Agent logs into the Finesse agent desktop with valid credentials.This event is triggered when the agent changes state to “Ready” or “Not Ready” in the Finesse agent desktop.

Pre-requisite

The agent must register to a Finesse channel and be in the logged-in state on the Finesse agent desktop.

Sequence Diagram

Note
This sequence diagram represents the Ready state only. For the Not Ready state, the sequence diagram is similar, but the State options include Meeting, Away, Busy, etc.

Message Structure

Request Parameters	Value
No request parameter

Response Parameters

Response Parameters	Value
channel	Finesse
topic	Agent
subtopic	SetAgentState
message	JSON Object

Message Parameters

Parameter	Data Type	Description	Sample Value
event	String	The log in state of the agent.	Ready/NotReady
source	String	The source of the response.	event
data	JSON Object	Current agent data with default values.

Data Parameters

Parameter	Data Type	Description	Sample Value
extension	String	Agent extension number received from Finesse.	5024
loginName	String	Current agent username received from Finesse.	ehragent3
name	String	Agent's first and last name received from Finesse.	ehragent3 ehragent3
loginID	String	Unique identifier assigned to a user for authentication, received from Finesse.	812508198
mediaType	String	Code representing the type of media content received from Finesse. Currently, "1" is received, representing "Voice".	1
teamId	String	Unique identifier assigned to a specific Team received from Finesse.	5014
teamName	String	Name assigned to a team received from Finesse.	EHRTesting
state	String	Assigned value "login" when the agent is logged into the Finesse agent desktop.	READY/NOT READY
stateChangeTime	String	Date and time value for agent login into the Finesse agent desktop. The format is YYYY-MM-DDThh:MM:SSSZ.	2024-04-22T11:28:06.628Z
agentType	String	The status and context of an agent.	routable/non_routable (away,Break,Team Meeting, etc.)

Sample Request

No sample request

Sample Response

{
    "channel": "Finesse",
    "topic": "Agent",
    "subtopic": "SetAgentState",
    "message": {
        "data": {
            "name": "ehragent3 ehragent3",
            "extension": "5024",
            "loginName": "ehragent3",
            "loginId": "812508198",
            "mediaType": "1",
            "teamId": "5014",
            "teamName": "EHRTesting",            
            "reasonCode": "READY",
            "state": "READY",
            "stateChangeTime": "2024-04-11T15:02:59.106Z",
            "agentType": "routable"
        },
        "event": "READY",
        "source": "event"
    }
}

Notes
The agent type is routable when the state value is equal to READY.
For other agent states, the response structure remains the same, but the agent type is non-routable, and the event code varies as selected. Refer to the following table for more information.
NOT READY states include values such as break, away, busy, training, etc.

Code	Description
READY	Ready
XXXX	break, away, busy, training etc.

XXXX means Reason codes defined in Cisco Finesse for Not Ready state.

Compatible Workspace Version

3.20

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