Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide

SkillGroupID

The Unified ICM SkillGroupID of 
the agent SkillGroup affected by 
the state change. May contain the 
special value NULL_SKILL_ 
GROUP (

) when not 

applicable or not available. 

UINT

4

SkillGroupPriority

The priority of the skill group, or 0 
when skill group priority is not 
applicable or not available. 

USHORT

2

AgentState

One of the values from 

 

representing the current overall 
state of the associated agent. 

USHORT

2

EventReasonCode

A peripheral-specific code 
indicating the reason for the state 
change.

USHORT

2

MRDID

Media Routing Domain ID as 
configured in Unified ICM and the 
ARM client.

INT

4

NumTasks

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.

UINT

4

AgentMode

The mode that the agent will be in 
when the login completes. 
ROUTABLE = 0, NOT 
ROUTABLE = 1

USHORT

2

MaxTaskLimit

The maximum number of tasks that 
the agent can be simultaneously 
working on.  

UINT

4

ICMAgentID

The Unified ICM Skill Target ID, a 
unique agent identifier for Unified 
ICM.

INT

4