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PeriProducer CTI Toolkit User’s Guide for M1
Page 30 Nortel Networks Confidential # P0606089 Ver: 1.1
CTI Toolkit Blocks
The Agent Function block outputs two parameters:
1. Agent request: Assigns a value from CTI.Requests.Agent .
Applicable values for this field are under the
Agent
folders menu. To set
the
Agent request
field:
• Set the agent state to
AgentSetLogon
to log on to the ACD and start
the agent's work period. (Only one logon is required at IVR application
startup or whenever the CTI resource has been reacquired.)
• Once the logon process is successful, the IVR port must be changed to the
ready state. The switch can be setup to have the IVR port go ready by
default.
• Before any calls can be received, the phone line has to be set to
MakeReady
.
• Set the state to AgentSetWorkNotReady to allow the agent to take a
break. When the agent is ready to return to work, set the state to
AgentSetWorkReady .
• Finally, at the end of the work period, set the state to
MakeNotReady
and then
AgentSetLogOff
.
2.
Agent id:
The
agent ID should be
assigned the
position ID of the
phone line. The
only applicable
value for the
Agent id
field is a
character string.
Agent Function
The Agent Function block sets the
state of an agent phone, which is
either a live agent or an IVR
application running on the IVR port.