This API lets you directly control the agent states (applicable for offline agents only) within the account through your CRM system.

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Note:
Make sure the admin setting 'API Authentication' is set to 'BASIC_AUTH', If you are using this API.

Header parameters

Parameter	Description
apiKey*	Your CloudAgent account API Key
Content-Type	application/json

Body Params

{
"userName":"xxxxx",
"phoneName":"xxxx",
"state":"Pause / Ready",
"agentId":"xxxx",
"pauseReason":"xxxxx"
}

Parameter	Description
userName*	Your CloudAgent account username
state*	Mention the agent state change - 'Ready', 'Pause'
agentId*	The unique ID assigned to an agent
pauseReason	The reason provided if the state is 'Pause'

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Note

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

This API is applicable only in case of offline agents


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 xxxx 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 xxxx 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"}"