Get Agent Status

Get Agent Status is one of the Internal Data Ops operations. It checks where a specific agent stands in a specific queue right now, whether they are logged in, on a call, or ringing, and saves that answer in variables. Later components can read those variables to decide how the call should proceed.

What it does

The component reports three things about the agent you point it at:

• The agent’s current status (for example, logged out or paused).
• Whether the agent is on a call.
• Whether the agent’s extension is ringing.

You can name the queue and the agent directly, or supply an expression so the target is chosen while the call runs. Either way, the results land in variables you can feed into a following component or test in a Condition.

Configure the component

1. Drag the Internal Data Ops component onto the canvas, then click it to open its settings.

   

2. In the Component Type drop-down list, choose Get Agent Status.

   

3. Point the component at a queue using one of these methods:

   

   • Queue: pick a queue from the drop-down list.

   • Expression: click the fx icon and enter an expression to resolve the queue at runtime.

     

     For example, $UserInput1.userInput uses the queue number the caller keyed in.

   Note

   For the variables and functions you can use in an expression, see Variables and Functions in Cloud Voice Expression.

4. Point the component at an agent using one of these methods:

   

   • Agent: pick an agent from the drop-down list.

   • Expression: click the fx icon and enter an expression to resolve the agent at runtime.

     

     For example, $Session.ani uses the caller’s own number (ANI, Automatic Number Identification, which is what shows as the Caller ID) as the agent to look up.

   Note

   For the variables and functions you can use in an expression, see Variables and Functions in Cloud Voice Expression.

5. Click Confirm in the bottom-right corner.

Variables

When you add a Get Agent Status component, it writes the agent’s state into the variables below. Read them from any expression-aware component, Condition, for instance, to act on what the lookup returned.

Note

A call flow can hold more than one Get Agent Status component, so each is numbered in the order you add it (Get Agent Status 1, Get Agent Status 2, and so on). Include the matching index in the variable name so you read from the right component.

Variable	Type	Description	Example
$GetAgentStatus{index}.currentProfile	String	The name of the agent’s current status, with any extra detail.	"Log Out"
$GetAgentStatus{index}.isInCall	Boolean	Whether the agent is on a call. True means on a call; False means not.	True
$GetAgentStatus{index}.isInRing	Boolean	Whether the agent’s extension is ringing. True means ringing; False means not.	True

Caution

When you test currentProfile in a function or condition, match one of these exact status constants. The valid set depends on whether the agent is static or dynamic, so testing for a value that agent type never reports (for example, "Log In" against a static agent) simply never matches, and the call is routed down the wrong branch:

• Static agents: "Pause{pause_reason}" or "Unpause".
• Dynamic agents: "Log In", "Log Out", or "Pause{pause_reason}".

What it can connect to

A Get Agent Status component leads to exactly one downstream component. Any of the following can follow it:

Component	Purpose
Prompt	Play an audio file or a text-to-speech message to the caller.
Business Hours	Route the call to different destinations depending on the time of day.
Menu	Offer callers a set of options and route them by the DTMF (Dual-Tone Multi-Frequency, the tone a phone keypad sends when a key is pressed) key they press.
User Input	Collect DTMF digits from the caller, usually paired with Condition to act on what was entered.
Language	Change the system prompt language for the rest of the flow.
Record	Start recording once the caller connects to another party, with optional notification prompts, or turn recording off for a call that would otherwise be recorded.
Dial by Number	Let callers dial a number directly to reach their destination.
Dial by Name	An end component that lets callers reach a user by typing the first three letters of their name.
Transfer	An end component that sends the caller to a chosen destination, with optional prompts announcing the transfer.
Hang Up Call	An end component that disconnects the call.
Condition	Route the call based on logical expressions.
Loop	Repeat a group of components a set number of times or until a condition is met.
Internal Data Ops	Read from and write to the Cloud Voice system’s own database. See Get Extension Presence Status, Set Extension Presence Status, Get Queue Agent, Get Queue Info, Get Agent Status, Set Agent Status, Get System Info, Get System Capacity, Get Extension Info, and Get Company Contact Info.
Email Sender	Send an email for real-time notifications, alerts, or user-specific information.
Database Access	Run a SQL operation against an external database during the call flow.
HTTP Request	Send an HTTP request to an external server to exchange data with a third-party service.