Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
6-71
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 6 Event Interfaces and Events
IAgentEvents Interface
AgentState
SHORT
One of the values in
current state of the associated agent.
NumSkillGroups
INT
The number of skill groups that the agent is currently
associated with, up to a maximum of 20.
associated with, up to a maximum of 20.
SkillGroup[j]
ARGUMENTS
Argument array that contains Skill Group information
for the j-th element less than NumSkillGroups. The
message contains NumSkillGroups elements of this
type.
for the j-th element less than NumSkillGroups. The
message contains NumSkillGroups elements of this
type.
MRDID
INT
Media Routing Domain ID as configured in Unified
ICM and the ARM client.
ICM and the ARM client.
NumTasks
INT
The number of tasks currently assigned to the agent
– this is the number that Unified ICM compares to the
MaxTaskLimit to decide if the agent is available to be
assigned additional tasks. This includes active tasks
as well as those that are offered, paused, and in
wrapup.
– this is the number that Unified ICM compares to the
MaxTaskLimit to decide if the agent is available to be
assigned additional tasks. This includes active tasks
as well as those that are offered, paused, and in
wrapup.
AgentMode
SHORT
The mode that the agent is not in when the login
completes. ROUTABLE = 0, NOT ROUTABLE = 1
completes. ROUTABLE = 0, NOT ROUTABLE = 1
MaxTaskLimit
INT
The maximum number of tasks that the agent can
simultaneously work on.
simultaneously work on.
ICMAgentID
INT
The Unified ICM Skill Target ID, a unique agent
identifier for Unified ICM.
identifier for Unified ICM.
Agent Availability
Status
Status
INT
An agent is available to work on a task in this Media
Routing Domain if the agent meets all of these
conditions:
Routing Domain if the agent meets all of these
conditions:
• The agent is routable for this Media Routing
Domain.
Domain.
• The agent is not in Not Ready state for skill groups
in other Media Routing Domain.
in other Media Routing Domain.
• The agent is temp routable, meaning that the agent
is not in Reserved, Active, Work-Ready, or Work-Not
Ready state on a non-interruptible task in another
Media Routing Domain.
is not in Reserved, Active, Work-Ready, or Work-Not
Ready state on a non-interruptible task in another
Media Routing Domain.
• The agent has not reached the maximum task limit
for this Media Routing Domain.
for this Media Routing Domain.
An available agent is eligible to be assigned a task.
Who can assign a task to the agent is determined by
whether or not the agent is Routable.
Who can assign a task to the agent is determined by
whether or not the agent is Routable.
An agent is ICMAvailable in MRD X if he is available
in X and Routable with respect to X. An agent is
ApplicationAvailable in MRD X if he is available in
X and not Routable with respect to X. Otherwise an
agent is NotAvailable in MRD X.
in X and Routable with respect to X. An agent is
ApplicationAvailable in MRD X if he is available in
X and not Routable with respect to X. Otherwise an
agent is NotAvailable in MRD X.
NOT AVAILABLE = 0,
ICM AVAILABLE = 1,
APPLICATION AVAILABLE=2