DESCRIPTION
Available on Available (A.o.A) makes it possible to set the agent to be available in the Zylinc cloud if
the agent is available in their Teams client. This allows Simpel Agent to use Teams to
forward calls without being considered busy until the call is ended after transferring the call.
The feature is available from Release 3.1.
LIMITATIONS
Available on Available (A.o.A) follows the state of agents Teams client. Because of this, there are the following limitations when using this feature:
1. This feature is only available for simple agents.
2. Team presence via graph API is not updated in real time (10 sec to 10 min delay),
why the user may still be busy after transferring the call.
3. If the user changes their state to Available, we change the agent state to Available and begin
to offer calls. If the agent does this while on a call, this will result in the
other calls are routed to the agent and fail.
4. Federation from Agent to Teams is NOT possible.
5. If graph-API-delegate user stops working, this function also stops working.
6. The Graph API is still marked BETA and any changes to the Graph API will affect A.o.A.
CONFIGURATION
Available on Available (A.o.A) is available to Simple Agents on Zylinc Cloud. This feature can be enabled on configuration management for the relevant help desk staff.
Configuration management
When configuring a Simple Agent, either directly or via agent groups, select the "Microsoft Teams" entity. Once this is selected, you can then enable A.o.A for this user/group of users. If the device is changed away from "Microsoft Teams", A.o.A. is no longer configured for the agent.