Cisco Cisco E-Mail Manager Unity Integration Option User Guide

The date and time at which the state change occurred.
Derived from: Agent_State_Trace.DateTime

A code indicating the event that caused the agent's last state change.
Derived from: Agent_State_Trace.EventName

The current state of the agent. The following states can appear in this report:

  – Not Ready 

  – Ready

  – *Talking

  – Work Not Ready

  – Work Ready

  – Busy Other

  – Reserved

  – *Hold

  – Active

  – Paused

  – Not Active

  – Logged On (displayed if Agent State Trace is enabled)

  – Logged Off (displayed if Agent State Trace is enabled)

Derived from: Agent_State_Trace.AgentState

States with an asterisk (*) are voice media only states. An agent doing wrap-up work 
(post-call activities, such as completing paperwork or consulting with associates) is in 
either the Work Ready or the Work Not Ready state.

A unique number generated at the PG. Values are reused after about 250 million calls.
Derived from: Agent_State_Trace.ICRCallKey

An ID assigned by the peripheral to the task associated with the event.
Derived from: Agent_State_Trace.PeripheralCallKey

A code received from the peripheral that indicates the reason for the agent's last state 
change. If the code is not defined, this displays 0. 
Derived from: Agent_State_Trace.ReasonCode
For reason codes to be displayed in a report:

  – The agent's CTIOS desk settings and CTIOS registry settings need to be configured 

to display the reason code. You can do this in the ICM Configuration Manager's Agent 
Desk Settings List tool.