MCX Activities

MCX get employee state

This activity retrieves the current aggregate state for a MCX employee and an optional reason. The state can be any of the following values:  Unknown, Available, Busy, Do Not Disturb, Away, or Offline.

MCX change employee state

This activity sets the aggregate state for a MCX employee with an optional reason.  The state can be any of the following values:  Unknown, Available, Busy, Do Not Disturb, Away, or Offline.

MCX get queue state

This activity retrieves the current real-time statistics for a MCX queue, including the number of available agents, the number of idle agents, the number of waiting conversations, and whether the queue is in a Do Not Disturb state.

MCX port state

This activity sets or retrieves the current emergency setting of a MCX hunt group, extension, or media server.  If the device is in emergency mode, alternate routing choices can be used in MCX, such as when there is an extreme weather situation.

MCX route open media

This activity sends an Open Media request to the MCX system to be routed to an MCX agent. The request can be any type of data object, such as a social media message.

MCX send data

This activity sends selected variables to MCX when a call is transferred. It allows the user to select which of the workflow variables will be sent to MCX, and then, when a call is transferred, the selected variables are sent along with the call.

MCX callback

This activity adds a callback to the MCX system, which can be routed to an MCX agent. The customer’s name and number can be specified, as well as the callback destination number.  It is required to specify the MCX media server that will handle the callback, as well as the subroutine in MCX that will handle the callback routing.