Cisco Unified Contact Center Enterprise Developers Guide Release 9.0(x)
Agent
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Agent

Agent

Agents respond to contacts from customers. Use the Agent API to list the agents currently defined in the database, and view and edit existing agents. Access to this API is different for supervisors and administrators. For more information, see Access.


Note


You can assign attributes only to agents who are on a Cisco Unified Communications Manager PG.


Agent Precision Queue Membership

An agent can be a member of or belong to a combination of up to 50 precision queues and skill groups. That means if you complete an API transaction that results in an agent becoming a member of more than 50 precision queues and skill groups, the transaction fails.

A failed transaction can occur under the following conditions:

  • Update an agent—If you update the attribute value for an agent and this results in the agent becoming a member of more than 50 precision queues and skill groups, the transaction fails.
  • Create or update a precision queue—If you update or create a precision queue that results in an agent becoming a member of more than 50 precision queues and skill groups, the transaction fails. To successfully create the precision queue, you must change the criteria.

    Note


    A failed transaction can also occur when you assign skill groups to agents.


Agent Get

Use the GET API to retrieve an existing agent and associated attributes.


Note


Creating or deleting agents is not supported via the API or web gadgets in Unified CCE. You can create or delete agents with the Agent Explorer tool found within the Configuration Manager.


Syntax

URL: https://<server>/unifiedconfig/config/agent/id

HTTP method: GET

Agent parameters Data type Description
agentId 11 digit string containing 0 to 9 only

The PeripheralNumber. Each agentID must be unique for each peripheral.

description  

The description of this desk setting.

agentStateTrace True/False

Indicates whether the software collects agent state trace data for the agent.

changeStamp Integer

Increments when the record changes in the database.

supervisor True/False

Indicates whether the agent is marked as supervisor.

peripheral Node

Indicates peripheral ID and name.

Agent Attribute Node

The attributes that have been configured for the agent along with their dataType and value.

Additional Parameters

The agent API can also return the following additional information:

  • Agent desk settings
  • Person details
  • Supervisor details
  • Skillgroup details and default skillgroup details
  • Agent team details

For additional parameter details, see the following sections.

Agent Desk Setting Parameters

The API can return agent desk settings associated with an agent.

Agent desk setting parameters Data type Description
refURL URL

RefURL to the AgentDeskSettings object

Agent Attribute Parameters

The API can return the attributes associated with an agent.

Agent attribute parameters Data type Description
attributeValue True/False or Integer

The value of the attribute for the agent. Must be convertible to the data type of the attribute.

description String

Per agent attribute description.

The API can also return the attributes details associated with the attribute.

Agent attribute parameters Data type Description
refURL  

RefURL to the attribute object.

name String

Name of the attribute.

dataType 3 - Boolean or 4 - Proficiency

Type of attribute.

description String

Attribute description.

Peripheral Parameters

The API always returns the peripheral associated with the agent.

Peripheral parameters Data type Description
id Integer

ID of the peripheral.

name String

Name of the peripheral.

Person Parameters

The API can also return the attributes details associated with the attribute.

Person parameters Data type Description
firstName String

First name of the agent (person).

lastName String

Last name of the agent (person).

loginName String

Login name of the agent (person).

password String

Password for the agent (person); not returned in read operations.

loginEnabled True/False

Indicates whether the login is enabled for the agent (person).

Supervisor UserInfo Parameters

The API can also return the supervisor details associated with the agent.

Supervisor UserInfo parameters Data type Description
userName String

The active directory username for this supervisor.

domainName String

The active directory domain name for this supervisor. If empty, the default name is used.

Skill Group Parameters

The API can return the skill group details associated with the agent

Skill Group parameters Data type Description
refURL  

RefURL to the skill group.

name String

Name of the skill group.

Default Skill Group Parameters

The API can also return the default skill group details associated with the agent.

Default Skill Group Parameters Data Type Description
refURL  

RefURL to the default skill group.

name String

Name of the default skill group

Agent Team Parameters

The API can also return the attributes details associated with the attribute.

Agent team parameters Data Type Description
refURL  

RefURL to the agent team.

name String

Name of the agent team to which the agent belongs.

Example XML Response

URL: https://server:port/unifiedconfig/config/agent/5000

<agent>
   <changeStamp>3</changeStamp>
   <refURL>/unifiedconfig/config/agent/9478</refURL>
   <agentId>47483649</agentId>
   <agentStateTrace>false</agentStateTrace>
   <agentTeam>
      <refURL>/unifiedconfig/config/agentteam/5006</refURL>
      <name>team1</name>
   </agentTeam>
   <peripheral>
      <id>5000</id>
      <name>CUCM_PG_1</name>
   </peripheral>
   <person>
      <firstName>agent</firstName>
      <lastName>one</lastName>
      <loginEnabled>true</loginEnabled>
      <userName>agent1</userName>
   </person>
   <supervisor>false</supervisor>
   <agentAttributes>
      <agentAttribute>
         <attribute>
            <refURL>/unifiedconfig/config/attribute/5519</refURL>
            <name>attr1</name>
            <dataType>3</dataType>
         </attribute>
         <attributeValue>true</attributeValue>
      </agentAttribute>
   </agentAttributes>
   <defaultSkillGroup>
      <refURL>/unifiedconfig/config/skillgroup/9479</refURL>
      <name>CUCM_PG_1.Cisco_Voice.sg1</name>
   </defaultSkillGroup>
   <skillGroups>
      <skillGroup>
         <refURL>/unifiedconfig/config/skillgroup/9479</refURL>
         <name>CUCM_PG_1.Cisco_Voice.sg1</name>
      </skillGroup>
   </skillGroups>
</agent>

Agent List

Use the GET API to retrieve a list of existing agents.

Syntax

URL: https://<server>/unifiedconfig/config/agent

HTTP Method: GET

Parameter Data Type Description
Summary True/False

The default value is False. If the value is True, the system returns only a subset of the elements.

XML Request Payload

<agents>
  <agent>
    <changeStamp>3</changeStamp>
    <refURL>/unifiedconfig/config/agent/9478</refURL>
    <agentId>47483649</agentId>
    <agentStateTrace>false</agentStateTrace>
    <agentTeam>
      <refURL>/unifiedconfig/config/agentteam/5006</refURL>
      <name>team1</name>
    </agentTeam>
    <peripheral>
      <id>5000</id>
      <name>CUCM_PG_1</name>
    </peripheral>
    <person>
      <firstName>agent</firstName>
      <lastName>one</lastName>
      <loginEnabled>true</loginEnabled>
      <userName>agent1</userName>
    </person>
    <supervisor>false</supervisor>
    <agentAttributes>
      <agentAttribute>
        <attribute>
          <refURL>/unifiedconfig/config/attribute/5519</refURL>
          <name>attr1</name>
          <dataType>3</dataType>
        </attribute>
        <attributeValue>true</attributeValue>
      </agentAttribute>
    </agentAttributes>
    <defaultSkillGroup>
      <refURL>/unifiedconfig/config/skillgroup/9479</refURL>
      <name>CUCM_PG_1.Cisco_Voice.sg1</name>
    </defaultSkillGroup>
    <skillGroups>
      <skillGroup>
        <refURL>/unifiedconfig/config/skillgroup/9479</refURL>
        <name>CUCM_PG_1.Cisco_Voice.sg1</name>
      </skillGroup>
    </skillGroups>
  </agent>
</agents>

Agent Update

Use the PUT API to update an existing agent.

Agent Attribute Parameters

The API can return the attributes associated with an agent.

Agent attribute parameters Data type Description
attributeValue True/False or Integer

The value of the attribute for the agent. Must be convertible to the data type of the attribute.

description String

Per agent attribute description.

attribute Node

Reference to the attribute. Refer to the table below.

Agent Attribute Detail Parameters

Agent attribute detail parameters Data type Description
refURL  

RefURL to the attribute object.

Example XML Payload

URL: https://server:port/unifiedconfig/config/agent/5000

<agent>
	<changeStamp>1</changeStamp>
	<refURL>https://<server>/unifiedconfig/config/agent/5000</refURL>
	<agentAttributes>
		<agentAttribute>
			<attribute>
				<refURL> https://<server>/unifiedconfig/config/attribute/5226</refURL>
			</attribute>
			<attributeValue>5</attributeValue>
			<description>test</description>
		</agentAttribute>
	</agentAttributes>
</agent>