Cisco Cisco Computer Telephony Integration Option 8.5 Technical References

 shows the PGStatusCode values that may be included in the SYSTEM_EVENT message. 

AGENT_STATE_ NOT_ READY

The agent is unavailable for any call work.

2

AGENT_STATE_ AVAILABLE

The agent is ready to accept a call.

3

AGENT_STATE_ TALKING

The agent is currently talking on a call 
(inbound, outbound, or inside).

4

AGENT_STATE_ WORK_NOT_READY  The agent is performing after call work, but 

will not be ready to receive a call when 
completed.

5

AGENT_STATE_ WORK_ READY

The agent is performing after call work, and 
will be ready to receive a call when completed.

6

AGENT_STATE_ BUSY_ OTHER

The agent is busy performing a task associated 
with another active SkillGroup.

7

AGENT_STATE_ RESERVED

The agent is reserved for a call that will arrive 
at the ACD shortly.

8

AGENT_STATE_ UNKNOWN

The agent state is currently unknown.

9

AGENT_STATE_ HOLD

The agent currently has all calls on hold.

10

AGENT_STATE_ ACTIVE 

The agent state is currently active.

11

AGENT_STATE_ PAUSED

The agent state is currently paused.

12

AGENT_STATE_ INTERRUPTED

The agent state is currently interrupted.

13

AGENT_STATE_NOT_ACTIVE

The agent state is currently not active.

14

PGS_OPC_DOWN

Communication lost between the CTI Server and the 
PG’s Open Peripheral Controller (OPC) process. No 
call or agent state event messages can be sent due to 
this condition.

0x00000001

PGS_CC_DOWN

Communication lost between the PG and the Unified 
CCE Central Controller. Primarily affects translation 
routing and post-routing, other call and agent event 
messages can still be sent.

0x00000002

PGS_PERIPHERAL_OFFLINE One or more of the peripherals monitored by the PG 

are offline.

0x00000004