How do I capture the Hold and Off Hold events in One-x Agent?

[nallbu]

Hi

Our client's call centre agents are using One-x Agent.

We have a requirement whereby we need to fire a screen pop command when a call is placed on hold and when a call is taken off hold.

I cannot see a trigger event on the System Settings -> Screen Pop page in One-x Agent.

We have located and deployed the One-x Agent API and can see event trigger notifications coming through when we make calls. However it seems that neither call on hold or call off hold triggers a notification.

Can you suggest a way in which we can fulfil this client request?

Many thanks

Nick

[mohammedh]

We can only use the pre-defined trigger events to make screen pop up work for One-X Agent.I can't see hold/unhold as a trigger.Please refer document(Page 185) below to see the available options in 1XA 2.5.

https://downloads.avaya.com/css/P8/documents/100141198

You may have to inform client to leverage any of these existing trigger events to cater the requirement.