Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide

AgentsReady

AgentsTalkingIn

AgentsTalkingOut

AgentsTalkingOther

AgentsWorkNotReady

AgentsWorkReady

AgentsBusyOther

AgentsReserved

AgentsHold

RouterCallsQNow

LongestRouterCallQNow

Let us assume that the Siebel Agent has ACD Queues configured via 
Administration-Communications->Agent General Profile -> ACD Queues tab and the DEF file has 
the following entry for Login command data:

Command:LoginToPBXDevice]

   Profile       = ""

   DeviceCommand = "LogIn"

   Comments      = ""

   CmdData       = "LoginToPBXDevice"

   Hidden        = "TRUE"

 

   [CmdData:LoginToPBXDevice]

      Param.AgentWorkMode           = "0"

      Param.UserId                  = "{@UserName}"

      Comments                      = ""

      Param.SkillGroupBroadcastStat = "TRUE"

      Param.Password                = "{@AgentPin}"

      Param.ACDQueue                = "{@QueueList}"

      Param.AgentId                 = "{@AgentId}"

 
Then the Siebel Driver will start the Skill Group Statistics Broadcast for all the ACD Queue values 
configured, treating them as the SkillGroup Number that the agent belongs to. This method can be used 
if the agent statically belongs to a particular skill group set, and the association doesn't change 
dynamically. The same method can also be used on some of the skill groups as a sub-mask for a 
Broadcast Skill Group Statistics.

Otherwise (if nothing is configured in the ACD Queue), the Siebel Driver automatically uses the 
OnQueryAgentStateConf event to detect ALL skill groups that the agent belongs to, on Login, and start 
the Skill Group Statistics Broadcast for all skill groups. 

A new business service needs to be created to encapsulate broadcast-related methods.