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Agent and Device State

Pega Call provides agent state management and call control with Avaya AES. A toolbar user interface is provided that is embedded into your Pega platform application or Pega Customer Service.

Agent work modes on login

Pega Call supports the following agent work modes upon login for Avaya AES implementations.

  • AUTO-IN: The agent’s work mode upon login will be set to Auto-In. After the first ACD call, the agent will be placed in a READY state, ready to handle another ACD call.
  • MANUAL-IN: The agent’s work mode upon login will be set to Manual-In. After the first ACD call, the agent will be placed in an After-Call-Work (ACW) state. The ACD will not offer the agent another ACD call until the agent state is changed to READY.
  • UNSPECIFIED: The agent’s work mode upon login is not specified by Pega Call and will be determined by the ACD.

Agent state and work mode are selected during agent login to Pega Call, which passes them to the AES server upon login.

Device and agent state monitoring

When an agent logs into an extension on the Avaya ACD through Pega Call, Pega Call monitors the user's device through Avaya’s Java Telephony API (JTAPI). When the state of a call on the device changes, Pega Call updates the state of the call on the toolbar. For example, if the agent places a call on hold (either using the Pega Call UI or using the phone), the call state displayed in the Pega Call toolbar is updated.

Similarly, Pega Call reflects agent state in the toolbar. If an agent changes state to Unavailable using the Pega Call toolbar, the resulting state change is reflected in the toolbar.

Due to limitations in Avaya’s JTAPI interface, Pega Call is not always notified of changes in agent state. As a result, agent state changes made through other applications or through Avaya phones are usually not reflected in the Pega Call toolbar. For agent state to be displayed accurately in Pega Call, agents should use Pega Call (and not other applications or phones) for changing state. If agent state is not accurately reflected in the UI, the device state is refreshed by calling the Reset activity to synchronize device state.
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