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.
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.
wrapupDataOutgoingMode: Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call.
remoteAgentType: Indicates if agents are allowed to login as remote agents.
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.
emergencyCallMethod: Indicates how the emergency call request is made.
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.
agentStateAfterRONA: Indicates the agent state after RONA. Values are notReady or ready.
The following table shows the parameters that are searched and the parameters that are sortable.
<agentDeskSetting>
<changeStamp>3</changeStamp>
<refURL>/unifiedconfig/config/agentdesksetting/5000</refURL>
<agentStateAfterRONA>notReady</agentStateAfterRONA>
<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>