Automated State Management enables the agent to move to a pre-determined state based on the actions performed using a standalone softphone application.
This is designed to accommodate all brand partners presently available or integrated in the future.
Some of the states will be automatically changed while the rest can remain manual.
This feature is configurable at partner level.
For Automated State Change to happen "Channel Aware Presence" should be enabled for the partner.
It is configured in a hierarchical structure at AAG level and CCAAS level. For CCAAS level if multiple resources are configured then the one with isDefault as true is picked up.
Preconditions for a particular state change to execute can be configured presently through apis and soon will be available through console.
Partners can decide upon the preconditions and the executed state or method based on the conditions.
In case of any manual state change by agent, partners can provide the action to be taken based on the manually selected state.
Once this feature is enabled all the automatic state changes will be configured and manual state changes will also be possible and managed at partner level or AAG level.