Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Agents handling Outbound Option calls are
never placed in Reserved state; the
Outbound Option Dialer puts the agent on
hold when reserving him/her for a call.

The agent is not in Active, Work Ready,
Reserved, or Paused state with respect to a

The Agent is Active, Work Ready,
Reserved, or on Hold/Paused in another
skill group in the same MRD.

Busy Other

task associated with this skill group. The
agent is in Active, Work Ready, Reserved,
or Paused in another skill group in the same
MRD.

The agent is not working on any task or call
associated with this skill group.

The agent is not working on any task or call
associated with this skill group.

Not Active

The agent is performing wrap up work for
a call in this skill group. The agent enters
Not Ready state when wrap up is complete.

The agent is performing wrap up work for
a call in this skill group. The agent enters
Not Ready state when wrap up is complete.

Work Not Ready

The agent is not available to be assigned a
task. If an agent is Not Ready in one skill

The agent is not available to be assigned a
task. If an agent is Not Ready in one skill

Not Ready

group, the agent is Not Ready in all skill

group, the agent is Not Ready in all skill

groups within the same Media Routing
Domain.

groups within the same Media Routing
Domain.

Agents can belong to multiple skill groups in a Media Routing Domain. When an agent is handling a task
that was routed to a skill group, the agent is Active in that skill group.

For ICM routed calls or transferred ICM-routed calls that use the Dialed Number Plan, the active skill
group is the skill group to which the task was queued.

For direct incoming calls or transferred ICM routed calls that do not use the Dialed Number Plan, the
active skill group is the default or first skill group defined for the agent.

For new outgoing calls (AgentOutCalls or InternalCalls) or transferred outbound calls, the active skill
group is either the default skill group or the first skill group defined for the agent.

The agent's state in the active skill group dictates his or her state in other skill groups in the Media Routing
Domain to which the agent belongs, as follows:

•

If the agent is Active, Work Ready, Reserved, or Hold/Paused in one skill group in the MRD, the
agent state is Busy Other for all other skill groups in the MRD.

•

If the agent is Not Ready in one skill group in the MRD, the agent is Not Ready in all skill groups
in the MRD.