Cisco Cisco E-Mail Manager Unity Integration Option User Guide

The state in which agents are logged on, not involved in any call activity, but not ready to accept 

tasks.

The ICM software will not assign a task to the agent.

The total time, in seconds, that agents for the enterprise service were logged on during the 

half-hour interval.

The offer time of a task is the number of seconds that elapsed between the time that ICM 

receives an Offer Task message for the task and the time it receives a Start Task message for the 

task.

The current on-line state of the peripheral as determined by the Central Controller. 0 = off-line 

and 1 = on-line

The interface between the Peripheral Interface Manager (PIM) and the CallRouter. 
The OPC is responsible for supplying uniform message sets from different PG types to the 

CallRouter. This ensures that the CallRouter sees no difference when communicating with PGs 

that are connected to proprietary switches.

The sum of the time that agents spend in the Not Ready and Busy Other states. 
The Not Ready state is a state in which agents are logged on, not involved in any task activity, 

but not ready to accept tasks. The Busy Other state is a state in which agents in the skill group 

are busy in other skill groups (that is, in skill groups other than the one presently being 

examined).

An optional ICM software feature that allows an ICM software administrator to restrict access to 

specific ICM software data to selected users or user groups within the enterprise. 
For example, the ICM software's database may contain data from several different divisions 

within a corporation. The ICM software administrator can define each division as a business 

entity, then prevent users within each division from accessing data associated with other 

divisions.