The Change Agent State API enables you to control the agent states within the account directly through your CRM system.

To access this API we need to pass the following parameters.

ParameterDescription
userName*CloudAgent username
apiKey*Available in CloudAgent admin login
state*Mention the agent state change - 'Ready' , 'Pause'
agentId*Unique Id assigned while creating an agent
pauseReasonThe reason provided if the state is 'Pause'

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Note

  • Parameters with ‘*’ are considered to be mandatory parameters.

Possible responses

Invalid apiKey"status": "error"
"message": "userName or apiKey is Invalid"
Empty apiKey"status": "error"
"message": "apiKey should not be empty"
Invalid userName"status": "error"
"message": "user_name or api_Key is Invalid"
Empty userName"status": "error"
"message": "Please provide UserName"
Invalid state"status": "error"
"message": "The state should be either 'Ready' or 'Pause' state'"
Passing Invalid pauseReason Value. When the user passes State as Pause."status":"error",
"message":"pauseReason is Invalid"
Changing the agent to 'Pause' / 'Ready" state when he is not logged in."status":"error",
"message":"Agent is not Logged In"
Changing the agent to Pause state when he is in ACW state."status":"error",
"Message":"Agent Bobby is in ACW state. You cant change to Pause state"
Changing the agent to Pause state when he is in BUSY state."status":"error",
"Message":"Agent Bobby is in BUSY state. You cant change to Pause state"
Success response"status": "success"
"message": "
{"type":"response",
"utid":"22",
"resp":"Success:tbAgentPause~INBOUND",
"agentStatus":"PAUSED",
"agentId":"XXXXX",
"user":"XXXXX"}"

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Further Insights

By default, the domain name is https://in1-ccaas-api.ozonetel.com. Please refer here to change based on the need.

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