peoplecodeapi

Forward

Mon 01 January 2018

Syntax 

Forward(from physical queue ID, from agent ID, task
number, task type, to logical queue ID[, to agent ID])

Description

Use the Forward function to transfer a task from one agent to another agent or from one agent's logical queue to another logical queue. This enables agents to reroute tasks that are not appropriate for their skill level or functional expertise.

Keep the following in mind when using Forward:

  • The queue server subtracts the task's cost from the transferring agent's workload.

  • The system cannot forward tasks to logical queues that do not have active physical queues on the same MultiChannel Framework cluster as the physical queue to which the task currently belongs. That is, you can't forward tasks across MultiChannel Framework clusters.

  • A queue server does not allow a task to be transferred if the agent who owns that task is not logged on to that queue server. PeopleSoft recommends that you only use Forward for application pages that the MultiChannel Framework console launches when agents accept or activate assigned tasks.

  • Forward only applies to email and generic task types.

Parameters

Field or Control

Definition

from physical queue ID

The physical queue is the internal representation of the logical queue that the agent signs onto and to which the task currently belongs. This is a string value, such as “sales3” or “marketing2.”

You retrieve the current physical queue from the query string in the URL of the page launched by the MultiChannel Framework console. Use the GetParameter request class method with the value ps_qid

from agent ID

Specifies the current agent, as in the agent that “accepted” the task. This is a string value.

You retrieve the current physical queue from the query string in the URL of the page launched by the MultiChannel Framework console. Use the GetParameter request class method with the value ps_agentid .

task number

Identifies the task to be forwarded. The EnQueue function returns this value. This is a string value.

You retrieve the current physical queue from the query string in the URL of the page launched by the MultiChannel Framework console. Use the GetParameter request class method with the value ps_tasknum .

task type

Identifies the task type. This value is provided by the queue. This is a string value. Valid values are:

  • email

  • generic

You retrieve the current physical queue from the query string in the URL of the page launched by the MultiChannel Framework console. Use the GetParameter request class method with the value ps_tasktype .

to logical queue ID

Specifies the logical queue to which the system forwards the task. This is a string value.

The queue ID is case sensitive and must match the case used when you created the queue using the Queues page.

to agent ID

This is an optional parameter. It is a string value specifying a particular agent ID to receive the forwarded task.

If this value is specified, the system holds the task until the specified agent is available on the new queue to take this task. This means that the specified agent must be able to log in to one of the physical queues belonging to the destination logical queue. The system determines which physical queue the specified agent has access to and assigns the task to that queue for that agent. If the agent ID is not specified, the physical queue is chosen at random from the active physical queues.

Note: For better performance, PeopleSoft recommends not specifying the target agent as this has a processing overhead for the queue servers and does not allow the system to balance workload across all available agents.

Returns

Returns 0 on success.

If unsuccessful, it returns a message number. The message set ID for MultiChannel Framework is 162.

For example, 1302 is returned when an invalid task type or no value is provided.