Agent Log On Remote

This ACD tool logs an agent in from a remote location so that he or she may receive calls.

Note: This tool acts like a client remote login. By default, if an agent is not configured for auto-answer ACD and non-ACD calls, their calls will not alert their phone. Only auto-answer calls force a connect call to go out to remote login agents.

Inputs

Agent Name

The CIC user name of the agent to be logged in.

Remote Number for Agent

The number from where the agent is calling.

Persistent Connection Flag

Set this Boolean to True to maintain a persistent voice connecton to the CIC Server. The audio path will not disconnect until a disconnect is initiated at that station.

If left False, CIC will determine when the audio path to the station is no longer needed, and initiate the disconnect automatically.

Exit Paths

Success

This tool takes the Success exit path if the Agent Name and the Remote Number are valid.

Failure

This tool takes the Failure exit path if the Agent Name and/or the Remote Number are invalid.

Conditional Success - No ACD

This tool takes the Conditional Success - No ACD exit path even if ACD agents and queues are configured properly but there was a license failure. A license failure could mean there were not enough ACD, ACD1, or ACD2 types of licenses available for the agent to log in. Check the license availability in Interaction Administrator.