464 Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime-Enabled Applications
Figure B-8 Agent States
Where:
Ready: The agent applet is ready to respond to chat requests.
Accepting Chat: The agent is in the process of accepting a chat (see
“Customer/Agent handshake” on page 464). From this state, the agent
transitions to chatting if the customer accepts the chat or back to ready if the
customer applet rejects the chat.
Chatting: The agent is currently chatting with a customer. Once the chat
finishes, the customer transitions back to the ready state. In this state, the
agent sets the CUSTOMER_NAME and COMPANY attributes so this
information displays on the other agent monitoring screens.
Customer/Agent handshake
The customer appears on all the agent screens. There is a possibility that more
than one agent could choose to respond. We must ensure that only one
establishes a link. We do this through a handshake between the customer and
agent. The customer applet accepts one and only one connection. This is
illustrated in Figure B-9 on page 465.
Ready
Accepting
Chat
Chatting
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