Agent State Synchronization

Agent state synchronization is the process of updating the QMS contact center agent state as CTI server AGENT_STATE_EVENT messages indicate agent states of AGENT_STATE_LOGIN or AGENT_STATE_LOGOUT. Other than selecting a mode of operation that includes AgentState (see Modes of Operation and Logging), no configuration is needed. The Connector maps the AGENT_STATE_EVENT to a QMS user by matching the event’s AgentID field to the QMS user’s agent ID.

On UCCX, a login is signaled by a reason code rather than by the AGENT_STATE_LOGIN state; the Connector recognizes both. When an agent logs in, the Connector sends AgentLogin for the QMS device user owning the agent’s extension, which associates the agent with that device, so the device’s recordings are filed under the agent.

At startup, the Connector queries each agent’s state, so agents already logged in are associated without waiting for their next state change; on UCCX the query goes by each QMS user’s extension. The Connector does not request an association between users of different tenants.