Release Agent Lock

This ACD tool, along with it's counterpart Release Interaction Lock, is seldom needed unless you customize the default ACD handlers or create new handlers for special ACD processing. This is because the default handlers appropriately release locks on agents.  They are normally locked between the time an ACD agent becomes available until after the ACD Select Agent tool step completes. Custom handlers that do not use the ACD Select Agent tool step will not release the lock, which prevents the agent from being assigned an interaction.  In this case, use the Release Agent Lock tool to release a locked agent in a timely manner.  If you do not use this tool, the agent lock will eventually time out (after 10 seconds by default), but it may cause problems when assigning ACD interactions to agents.

You can specify a different default timeout period for CIC to release agent locks. To do this, create a server parameter named ACDAgentLockTimeout and assign it an integer that specifies the number of seconds the system will wait before automatically releasing an agent lock.  To have more precise control over this process, use the Release Agent Lock tool instead of relying on this server parameter.

Inputs

Agent Name

The CIC name of the agent currently locked.

Exit Paths

Next

This tool always takes the Next exit path.