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DANISHY1 Member since 2008 12 posts
Cognizant Technology Solutions
Posted: February 3, 2020
Last activity: February 16, 2020

Agent State Change Event in Avaya AES v7.x

Hi,

In our CS v7.4 application which is integrated with Avaya AES v7.x telephony we have observed the following and would like to know if these are expected behaviour and is there any way we can enhance it in our application

  1. Our agents use Pega soft phone toolbar (full telephony) and the Avaya desk phones. Sometimes the agents would change their state from one not-available to another e.g. Meeting to Lunch from the desk phone. This change of AUX reason codes does not reflect on the Pega UI. However if the agent changes state from Available to Not Available and vice versa then Pega is notified of the state change and the UI refreshes to mirror the current state. Why is PegaCall not able to reflect the change of reason codes on the UI when it changes from one AUX code to another.
  2. Why does PegaCall not allow changing the not available reason codes from one value to another e.g. Meeting to Lunch. The agent must always make themselves available first to change the reason code i.e. Not Available (Meeting) ->Available ->Not Available (Lunch). Why this restriction been applied on the UI?

Any help/clarification in this regard would be much appreciated.

Thanks

Yasser

Pega Customer Service Conversational Channels
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