10.2.2 CHANGE-AGENT

10.2.2 CHANGE-AGENT

An agent’s attributes can be modified with the action CHANGE. Parameter AGTID is required to identify the agent and is mandatory. If changing the AGTID parameter, both the AGTID and NEWID must be presented within the CHANGE-AGENT command, where AGTID is the current agent’s id and NEWID is the agent’s new id. Parameter AGTPOS is optional for changing the agent position in the ACD group table. Parameters AUTOWK and AUTOEXT are for changing the autowork time and auto logon extension number and are optional. AUTOEXT must be a unique extension.

Parameter NEWID is used for changing an agent’s identification number and has the same requirements as parameter AGTID. NEWID is an optional parameter for CHANGE-AGENT and must be present when changing the AGTID.

An AGTID cannot be changed to a NEWID if the AGTID is referenced in an ACD ART by AMO ACDRT.

A flexible agent (i.e. an agent without a group) can be assigned to a group using the CHANGE-AGENT action; and vice versa, an agent associated with a group can be removed from the group by changing the ACDGRP to zero. Changing the ACDGRP to zero causes that agent be placed in the blocked mode with no position or auto logon extension. An error message is generated when changing the ACDGRP to zero and specifying a AGTPOS or AUTOEXT.

If there is a change in ACDGRP, AUTOEXT, or AGTID for an agent, that agent will be logged off untill the change has been completed.

If ACDGRP is changed, it must be kept in mind, that a PM agent must be a member of a PM group, a NORMAL agent can be either a member of a NORMAL group or a floating agent. The new ACDGRP value must represent the TYPE of the given agent.

An agent can not be changed to an ACD group if by doing so it causes an illegal step in an ACD routing table (ART). An ART cannot have a route to agent in group X following a route to group X. For more details regarding this restriction, see AMO ACDRT.

It is strongly advised that when a change is made for an agent position (AGTPOS parameter), that this change be done either during off hours or the period of lightest traffic. This is because if an agent whose position is queued is changed, the queue no longer reflects the correct position of its members and it may take some time to unqueue all agents whose group positions have been changed as a result of the "cha-agent" command (those agents whose positions follow the changed agent position). If no agent positions are queued when an agent’s position is changed by AMO AGENT (most likely during off hours or periods of lightest traffic), then the queue, when formed as a result of heavier traffic, will always reflect the actual position of the agent.

Procedure Overview


Command Code	Parameter
CHANGE-AGENT	AGTID=<number>,{(min1)ACDGRP=<number>,AGTPOS=<number>
	,AUTOWK=<number>,AUTOEXT=<number>
	,NEWID=<number>};

1.

Change the agent with AGTID=3556 to group 6.

CHANGE-AGENT:AGTID=3556,ACDGRP=6;

H02: AGENT AGTID=3556 HAS BEEN CHANGED.

2.

Change the agent with AGTID=3556 to group 6 at the position 2.

CHANGE-AGENT:AGTID=3556,ACDGRP6=6,AGTPOS=2;

H02: AGENT 3556 IS CHANGED.

3.

Change the agent’s id from AGTID=3556 to new id NEWID=2376,AUTOWK=60, and AUTOEXT=5634.

CHANGE-AGENT:AGTID=3556,NEWID=2376,AUTOWK=60,AUTOEXT=5634;

H02: AGENT AGTID=3556 HAS BEEN CHANGED.

4.

Remove the agent with AGTID=3556 from group "4" and place him in "flexible" agents list.

CHANGE-AGENT:AGTID=3556,ACDGRP=0;

H07: AGENT AGTID=@@@@@@ HAS BEEN MOVED TO THE FLEXIBLE GROUP.

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