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How to configure Hunt BlockList Feature

Note Corporate license or higher.

Prerequisites

  • Core v 8.0 or higher

 

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

  • Gets a list of blocklisted agents:

    <attendantservice hostname>/blo​cklist/{ucc_name}/list

  • Adds an uri to the blocklist:

    <attendantservice hostname>/blocklist/{ucc_name}/add

  • ​Removes an uri from the blocklist:

    <attendantservice hostname>/blocklist/{ucc_name}/remove

 

Settings

Note: Introduced in Core 8.2

​Name

​Description

​BlockAgentTriggers

The setting 'BlockAgentTriggers' is a comma-separated setting on SharePoint that will be validated with a regex. It will indicate in what scenarios the Agent will be added to the block-list. The options for this setting are:

  • None = default value

  • HuntTimeout = Agents will be added to the blockList if hunt is canceled due to a timeout

    • Agent can be removed from blocklist by presence change or timeout

  • Decline = Agents will be added to the blockList if hunt is canceled due to agent declining the hunt

    • Agent can be removed from blocklist by presence change or timeout

  • UmVoicemail = Agents will be added to the blockList if hunt is canceled due to forwarding to UM Voicemail

    • Agent can be removed from blocklist by presence change or timeout

  • DoNotDisturb = Agents will be added to the blockList if hunt is canceler due presence is set to DoNotDisturb

    • Agent can be removed from blocklist only by presence change

  • TempUnavailable Agents will be added to the blockList if hunt is canceler due to TempUnavailable (480)

    • Agent can be removed from blocklist only by presence change

​UnblockAgentTimeout

The setting 'UnblockAgentTimeout' indicates how long the Agent will be on the blocklist for option 'HuntTimeout', 'Decline', and 'UmVoicemail'.

Default value is 0 seconds.

If the value is 0 seconds, the Agent will only be removed from the blocklist when a presence change is detected (similar to DoNotDisturb and TempUnavailable). If the value is greater than 0 seconds, the Agent will be removed from the blocklist with a presence change or when the timeout is counted down, whatever happens first.

 

Using old settings in Core 8.2 or higher

After updating to the new core version, the original settings will be retained while the new settings (BlockAgentTriggers and UnblockAgentTimeout) are not added to the settings list on SharePoint.

As soon as one of these settings is added to the Settings list, the old settings will be ignored.

  • If the old setting 'EnableTemporarilyUnavailable' is set to true, the option 'TempUnavailable' will be activated.

  • If the old setting 'EnableTemporarilyDisableAgentOnTimeout' is true and the old setting 'TemporarilyDisableAgentOnTimeoutTimeout' is greater than 0, the option 'HuntTimeout' will be activated.

  • If the old setting 'EnableTemporarilyUnavailable' is set to true and the old setting 'EnableTemporarilyDisableAgentOnTimeout' is true and the old setting 'TemporarilyDisableAgentOnTimeoutTimeout' is greater than 0, the options 'HuntTimeout' and 'TempUnavailable' will both be activated.

  • If the old setting 'TemporarilyDisableAgentOnTimeoutTimeout' is greather than 0, the new setting 'UnblockAgentTimeout' will have the same value.