How to configure Hunt BlockList Feature

Note Corporate license or higher.

Prerequisites

 

Description

The blocklist feature temporarily disables agents for hunts.

There are currently 3 situations where an agent could be added to the block list:

  1. Presence is "Do not disturb" (hunt fails because agent client declines the invite)

  2. A specific error occurred (487 temporarily unavailable)

  3. An agent hunt timeouts (must be enabled with a setting 'EnableTemporarilyDisableAgentOnTimeout​')

There are 3 ways to be removed from this list:

  1. A presence change is received for the blocklisted agent

  2. When an agent is added to the list because of a hunt timeout, the agent is removed from the list after a timout ('TemporarilyDisableAgentOnTimeoutTimeout​')

  3. A rest call to the BlockList REST controller (attendantservice)

Attendant BlocklistController

 

Settings

​Name

​Description

​EnableTemporarilyUnavailable

​If enabled, Hunts to Agents that return status code TemporarilyUnavailable will cause the Agent to become disabled. Agents will not be hunted while they are disabled. A disabled Agent will become active again when their Presence changes. If this setting is set to false while Agents are disabled because they were TemporarilyUnavailable, those Agents will no longer be disabled.

​EnableTemporarilyDisableAgentOnTimeout

​If enabled, when a Hunt to an Agent is timed out, the Agent will be temporarily disabled.Agents will not be hunted while they are disabled. To configure how long the Agent should be disabled see "TemporarilyDisableAgentOnTimeoutTimeout". If this setting is set to false while Agents are disabled because they were disabled because of a Hunt Timeout, those Agents will no longer be disabled.​

​TemporarilyDisableAgentOnTimeoutTimeout​

​The duration of seconds that an Agent should remain disabled after their Hunt times out. To enable or disable temporarily disabling an Agent after a Hunt to that Agent times out, see "EnableTemporarilyDisableAgentOnTimeout".