Agent - Global

The Agent API provides methods for getting or setting agent presence and channel availability.

The Agent API is provided within the sn_awa namespace.

Requires the following:

• Advanced Work Assignment plugin (com.glide.awa)
• Role: awa_integration_user or admin

Agent - get(String user_sys_id)

Gets an agent by sys_id.

Tableau 1. Parameters

Name	Type	Description
user_sys_id	String	The sys_id of the user listed in sys_user table.

Tableau 2. Returns

Type	Description
Boolean	True if the user exists, false otherwise.

var agent = sn_awa.Agent.get("<user_sys_id>");
var presence  = agent.getPresence();

Agent – getPresence()

Gets the current presence state and channel availability of a provided agent.

Tableau 3. Parameters

Name	Type	Description
None

Tableau 4. Returns

Type	Description
Object	Presence state sys_id, presence state name, and channel information. Error message otherwise.

var agent = sn_awa.Agent.get("<user_sys_id>");
        var presence  = agent.getPresence();

Agent – setPresence(Object setRequest)

Sets the state of a provided agent's presence and sets the agent's channel availability for that state.

Tableau 5. Parameters

Name	Type	Description
setRequest	Object	The setRequest.sys_id and setRequest.channels.
setRequest.sys_id	String	The presence_sys_id from the AWA Presence State [awa_presence_state] table.
setRequest.channels	name/value pair	Optional. sys_id: Channel_sys_id from the awa_service_channel table. available: Agent availability to receive work for this channel (true or false).

Tableau 6. Returns

Type	Description
Boolean	True if successful, false otherwise.

var agent = sn_awa.Agent.get("<user_sys_id>");
var presence = agent.setPresence({
    sys_id: <presence_sys_id>,
    channels: [{
        sys_id: "<channel_sys_id>",
        available: true // or false
    }]
});