10.2.1 ADD-AGENT

A new agent and related attributes can be created with the action ADD. The ADD-AGENT command can be used to add an agent to a specific ACD group by entering the group number (ACDGRP). The agent can be positioned within the ACD Group as specified by parameter (AGTPOS), or can be assigned to the next available slot in the group’s table by default. AGTPOS may not be a number greater than the next AVAILABLE position. If so, the agent still will be assigned to the next available position and an advisory message will be presented.

AGTID is the only way an agent can be recognized by the system, therefore, AGTID must be unique and is a required parameter. The AGTID length is in range of 1 to 6 digits, and is set by the AMO ACDSD

An agent can be a phonemail agent or a normal one. This is specified by parameter AGTTYPE (agent type). If it’s a normal agent, the following attributes must/may be set:

Parameter AUTOWK is used to automatically place an agent in the work mode. This precludes an ACD agent from receiving incoming ACD calls for a programmed period of time following an ACD call, based on the individual agent’s logon identification number. The time can be specified as either a discrete amount of time up to 5 minutes or as an indefinite time period. The ’autowork’ option puts the agent into the work mode immediately following the completion of an ACD call. If the AUTOWK timer has been set to a discrete amount of time, the work mode is terminated and the available mode is activated by the system upon expiration of the agent’s individual AUTOWK timer. The agent may also manually deactivate the work mode by depressing the available or unavailable key before the timer has expired. If the AUTOWK timer has been set to indefinite time, the agent must manually deactivate the work mode by depressing the available or unavailable key in order to receive incoming ACD calls. In either case, someone with CAF (ACD Control Agent Facility attribute) authorization can take the agent out of work mode and assign the agent to available or unavailable mode by entering an appropriate access code.

The range for AUTOWK is 0 to 9 seconds in intervals of 1, or 10 to 300 seconds in intervals of 5 (i.e. 10, 15, 20 ...). A special value of 299 may be used to indicate indefinite time. The AUTOWK parameter is an optional parameter with the default value of 0 to indicate AUTOWK is not invoked.

Parameter AUTOEXT is used to allow the system to automatically logon the agent following a system reload, hard restart, soft restart, or after a status change which places the line in-service. This action causes the device associated with the agent’s extension number to be placed in the Available mode. For lines equipped with an LED, the LED will be turned on. The AUTOEXT can be an extension of 1 to 6 digits, must be set up as a STNO by either AMOs SCSU, SBCSU or SSCSU, and must be set up with AUTOLOG attribute by AMO SDAT.

When an AUTOEXT is assigned to an agent through the ADD or CHANGE command, AMO AGENT requests CP to logon the agent upon completion of the configuration action. CP may not be able to logon the agent due to insufficient memory in DIMSU for the autologon parameter. When the memory allocation is increased, the AUTOLOG extension must be deactivated and activated to force the logon. If the logon fails because the line is not idle, then the extension must be deactivated and activated through AMO DSSU to ensure that the agent will be logged on upon completion of the call in progress.

Agents can be ’flexible’ within the system and may be assigned to a specific group as needed by the supervisor. Flexible status is realized if an agent is added without a group number. Flexible agents are put into the ’blocked’ mode, and stay in the ’blocked’ mode until all the group associated data for the agent is added. AUTOWK is the only optional parameter that can be set for ’flexible’ agents.

For a phonemail (PM) agent there are two attributes: PEN (port equipment number: ltg-ltu-slot-cct) and ISDN B channel (BCHAN). Both parameters must be set. A PM agent must be a member of a PM group (see AMO-ACDGP).

Notes:

- The AGENT ID’s (AGTID) must be stored sorted in numeric ascending order. The time required to resort the AGENT ID table is reduced if the AGENT ID’s are ADDED in ascending order and DELETED in descending order. Since CP is blocked during any writes to the AGENT ID table, it is recommended that all changes to the AGENT ID table be done during times of minimum call traffic.

- An auto logon extension number (AUTOEXT) can only be logged on with its configured agent ID (AGTID).

Procedure Overview


Command Code	Parameter
ADD-AGENT	AGTID=<number>,[ACDGRP=<number>],[AGTPOS=<number>]
	\|AGTTYPE=NORMAL
	,[AUTOWK=<number>],[AUTOEXT=<number>];
	\|AGTTYPE=PM, PEN=<number>, BCHAN=<number>;

Examples:

Add an agent with agent identification number "1236" to the auto call distribution group number "4" at the next available position.

Input:

ADD-AGENT:AGTID=1236,ACDGRP=4, AGTTYPE=NORMAL;

Output:

H01: AGENT AGTID=1236 HAS BEEN ADDED.

Add an agent with agent identification number "3224" to the auto call distribution group number "4" positioned at the 12th slot in the group "4".

Input

ADD-AGENT:AGTID=3224,ACDGRP=4,AGTPOS=12,AGTTYPE=NORMAL;

Output:

H01: AGENT AGTID=3224 HAS BEEN ADDED.

Add an agent with agent identification number "3556" to the auto call distribution group number "4" positioned at the 15th slot in the group with AUTOWK value of 120
seconds, and automatic logon extension number of 7554.

Input:

ADD-AGENT: AGTID=3556,ACDGRP=4,AGTPOS=15,AGTTYPE=NORMAL,AUTOWK=120,AUTOEXT=7554;

Output:

H01: AGENT AGTID=3556 HAS BEEN ADDED.

Add an agent with agent identification number "9823" to the ACD system to be in "reserve" (flexible) not related to any group, with AUTOWK value of 130 seconds.

Input:

ADD-AGENT:AGTID=9823,AGTTYPE=NORMAL,AUTOWK=130;

Output:
H06: AGENT AGTID=@@@@@@ HAS BEEN ADDED TO THE FLEXIBLE ACD GROUP.

Add a PM agent with agent identification number "1000" to the PM auto call distribution group number "5". The associated port equipment number is 1-2-103-0, the ISDN B channel is channel 1.

Input:

ADD-AGENT: AGTID=1000,ACDGRP=5,AGTTYPE=PM,PEN=1-2-103-0, BCHAN=1;

Output:

H01: AGENT AGTID=1000 HAS BEEN ADDED.

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