List of remote agents

As per our requirements in an application,Is it possible to get the lists of remote agents who are online?

Yes, open Voicent Agent dialer, select Predictive > Show Agents Logged In…

To the Gateway, using web request we are able to post the calls for predictive dialing. In similar fashion do you have facility to make the request to gateway, and get a list of logged in Remote Agents, and their Statuses from the Gateway? These details from Gateway will help our CRM to pump more web request calls or reduce them, based on number of agents logged in, and based on their status as either busy on call or free at that point of time. Please let us know how to get the list of logged in agents and their statuses.

Yes. But unlike the call request URL, this interface is internal to the gateway and is subject to change. If you are developing using the MFC/Visual C++, then you can use the gateway library, which is part of the developer subscription.

But if you are using other programming environment, you will have to post and parse the returns in your program. The URL to get a list of agents is: chkphonenoHandler.jsp?action=who

We are able to see logged in RemoteAgents list through “chkphonenoHandler.jsp?action=who” webrequest call. We would like to know, whether there is any documentation available on these things to refer and learn ourself?

As we explained above, this interface and its return values are internal API so there is no published document. Though stable, these APIs are subject to change from time to time, especially when there is a major new release.

And, is there any way we can know if remote agent is in call or free (status) at the moment? I mean, is there any webrequest call for Agent Status like above?

Not from the above interface. If you want to get more detailed control and status of the agant, you should utilize the call back functions for RemoteAgent. The good news is that these are public API and there is document. For more details, please open Voicent Remote Agent program, select the Call menu > Help Topics, then take a look at Advanced Options.

By using the callback functions, your program can know when an agent picks up a call, hangs up the call, etc.