A desk settings is a
collection of permissions or characteristics for the agent, such as how and
when calls to the agent are redirected, how and when the agent enters various
work states, and how requests to the supervisor are handled.
Use the Agent Desk
Settings API to list the agent desk settings currently defined in the database,
define new agent desk settings, and view, edit, and delete existing agent desk
settings.
URL
https://<server>/unifiedconfig/config/agentdesksetting
Operations
-
create: Creates
one agent desk settings.
-
delete:
Permanently deletes one agent desk settings.
-
get: Returns one
agent desk settings, using the URL
https://<server>/unifiedconfig/config/agentdesksetting/<id>.
-
list: Retrieves a
list of agent desk settings.
-
update: Updates
one agent desk settings.
Parameters
-
refURL: The
refURL of the agent desk settings. See
Shared parameters.
-
name: The name
of the agent desk settings. See
Shared parameters.
-
changeStamp:
See
Shared parameters.
-
description:
See
Shared parameters.
-
department: A
reference to the department (Department API), including refURL and name. See
References.
-
wrapupDataIncomingMode: Indicates whether the agent is allowed
or required to enter wrap-up data after an inbound call.
-
0:
Required
-
1:
Optional (Default)
-
2: Not
Allowed
-
wrapupDataOutgoingMode: Indicates whether the agent is allowed
or required to enter wrap-up data after an outbound call.
-
0:
Required
-
1:
Optional (Default)
-
2: Not
Allowed
-
remoteAgentType: Indicates if agents are allowed to login as
remote agents.
-
0: Not
Allowed
-
2:
Allowed
-
logoutNonActivityTime: Number of seconds of non-activity at the
desktop after which the software automatically logs out the agent. Value must
be between 10 and 7200 seconds (default is NULL).
-
workModeTimer:
Specifies the auto wrap-up time out. Value must be between 1 and 7200 seconds
(default is 7200).
-
supervisorAssistCallMethod: Indicates how the supervisor assist
request call is made.
-
0:
Consultative Call (Default)
-
1: Blind
Conference
-
emergencyCallMethod: Indicates how the emergency call request is
made.
-
0:
Consultative Call (Default)
-
1: Blind
Conference
-
idleReasonRequired: Indicates whether the agent must enter a
reason before entering the Idle state. Values are true/false.
-
logoutReasonRequired: Indicates whether or not the agent must
enter a reason before logging out. Values are true/false.
-
autoAnswerEnabled: Indicates whether or not calls sent to this
agent will be answered automatically. Values are true/false.
Search and
sort values
The following
table shows the parameters that are searched and the parameters that are
sortable.
Search parameters
|
Sort parameters
|
|
- name (default)
- description
- wrapupDataIncomingMode
- wrapupDataOutgoingMode
- remoteAgentType
- logoutNonActivityTime
- workModeTimer
- supervisorAssistCallMethod
- emergencyCallMethod
- idleReasonRequired
- logoutReasonRequired
- autoAnswerEnabled
|
See
Search and
Sort.
Example get
response
<agentDeskSetting>
<changeStamp>3</changeStamp>
<refURL>/unifiedconfig/config/agentdesksetting/5000</refURL>
<autoAnswerEnabled>false</autoAnswerEnabled>
<emergencyCallMethod>0</emergencyCallMethod>
<idleReasonRequired>false</idleReasonRequired>
<logoutReasonRequired>false</logoutReasonRequired>
<name>Default_Agent_Desk_Settings</name>
<remoteAgentType>0</remoteAgentType>
<supervisorAssistCallMethod>0</supervisorAssistCallMethod>
<workModeTimer>7200</workModeTimer>
<wrapupDataIncomingMode>1</wrapupDataIncomingMode>
<wrapupDataOutgoingMode>1</wrapupDataOutgoingMode>
</agentDeskSetting>