How to get the Agent Status

NICE CXone API & Integrations
1

I need to monitor the Agent Status. For that i will be registering the DN and How do i know the Agent Status after Registering?

Thanks

2

Hey mhsrinivasan,

The easiest way is to make a TQueryAddress call and capture the event…

Call the function:
TAgentExtension.TQueryAddress(AddressInfoDNStatus)

Then capture the event in TAgentExtension_TEvent(Index As Integer, EventInfo As DesktopToolkitX.TEventInfo)…
Private Sub TAgentExtension_TEvent(Index As Integer, EventInfo As DesktopToolkitX.TEventInfo)
Select Case EventInfo.EventType
Case EventAddressInfo
’ This is where you’ll get the info:
’ AddressInfoAddressStatus
’ AdderssInfoMsgWaitingStatus
’ AddressInfoAssociationStatus
’ AddressInfoCallForwardingStatus
’ AddressInfoAgentStatus <-------- This is what you want
’ AddressInfoNumberOfAgentsInQueue
’ AddressInfoNumberOfAvailableAgentsInQueue
’ AddressInfoNumberOfCallsInQueue
’ AddressInfoAddressType
’ AddressInfoCallsQuery
’ AddressInfoSendAllCallsStatus
’ AddressInfoQueueLoginAudit
’ AddressInfoNumberOfIdleClassifiers
’ AddressInfoNumberOfClassifiersInUse,
’ AddressInfoNumberOfIdleTrunks
’ AddressInfoNumberOfTrunksInUse
’ AddressInfoDatabaseValue
’ AddressInfoDNStatus
’ AddressInfoQueueStatus
End Select
End Sub

Hope it helps,

Steve

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3

At startup

The “Extensions” KV-pair list of EventRegistered contains agent and DN status information.

AgentStatus integer
<0 - UNKNOWN - the status of an agent is unknown
0 - LOGGED_OUT - there is no agent logged on this DN
1 - LOGGED_IN - an agent is logged in but work mode is unknown
2 - READY - the status of agent is Ready
3 - NOT_READY - the status of agent is NotReady
4 - ACW - the status of agent is AfterCallWork

status integer
0 - IDLE - there is no any activity on the DN

0 - NOT_IDLE - there is some activity on the DN (off-hook, there is at least one call on the DN)
<0 - UNKNOWN - there is no available information about the DN status

conn-%d string %d is an index; the active connection(s) on the DN

Note:
Agent and DN status are shown separately; ‘priority’ of DN status should override agent status.
e.g., agent mode = Ready and DN status = not idle —> agent is busy in conversation
Refer to Genesys Stat Server manual for details

After DN registration
EventReady, EventNotReady and so forth agent mode events will be delivered to the monitored DN asynchronously; thus, no status polling is required.

1 Like
4

Thanks a lot. your post helped me

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