Cisco Cisco IPCC Web Option Release Note

The following table shows some possible values for these variables. Assume three agents are
logged into a voice skill group, and the same three agents are also logged into another
non-interruptible domain, such as Collaboration Server Single-session Chat. This table shows
the voice skill group states.

3

3

Initial state

2

2

First agent handles a call

1 (because there is really only one
agent left to handle voice calls)

2 (because there are two agents
doing nothing in the domain)

Second agent handles a Collaboration chat
session

2

3

Voice call ends

3

3

Collaboration chat ends

If a routing script needs to check the number of available agents, the correct variable to use is
SkillGroup.ICMAvailable.

SkillGroup.Avail>0 does not guarantee that there are really available agents, as those apparently
available agents may be handling tasks in another domain.

Following is another example showing agents handling multi-session chat. Assume three agents
logged into a multi-session chat skill group, each capable of handling two chats. This table
shows states for the multi-session chat group.

3

0

3

Initial state

3 (because all three agents can
still handle additional chats)

1

2 (because the agent
is now in the talking
state)

First agent handles a Collaboration
chat session

3

2

1

Second agent handles a Collaboration
chat session

3

3

0

Third agent handles a Collaboration
chat session

2 (because only the second and
third agents can handle an
additional chat)

3 (even though a total of 4
chats are in progress, only
3 agents are doing the
work)

0

First agent handles second
Collaboration chat session

By default, Script Editor shows the ICMAvailable value instead of Avail value when displaying
skill group real-time data.

Operators

Prefix Operators

The Prefix Operators in the following table take a single operand:

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)