Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Route Configuration
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Aspect Agent
State
State
Definition
IDLE
Agent is in the IDLE state.
INS
Agent is talking on the inside line.
MSG
Agent is listening to void mail or callback messages.
OFF
Agent is not signed on to a TeleSet.
OUT1
Agent is making an outgoing call on line1.
OUT2
Agent is making an outgoing call on line2.
RSVD
Agent is reserved for an incoming InterQueue call.
SUPR
Agent is talking on the supervisor line.
WRAP
Agent is in wrap-up State.
Table 10 shows how Unified ICM agent states are derived from the Aspect
states.
states.
Table 10: Unified ICM-Aspect Agent State Derivation
Unified ICM Agent
State
State
Derivation from Aspect Agent States
Not Ready
IDLE
Ready
Any state other than those states identified by the
NotReady state.
NotReady state.
Available
AVAIL
WorkReady
WRAP
TalkingIn
ACD1, ACD2, ACT1, ACT2, (HOLD, CONF)
TalkingOut
OUT1, OUT2, (HOLD, CONF)
TalkingOther
INS, SUPR, (HOLD, CONF)
BusyOther
Not mapped to an Aspect agent state.
Reserved
RSVD
Hold
When all call appearances are on HOLD by an agent.
Logged Out
OFF
3.10. Route Configuration
Routes require no special Unified ICM configuration.
A CallRouter is one or more Unified ICM Peripheral Targets. A Unified
ICM Peripheral Target is a Network Target that is identified by a trunk
group and DNIS that terminate on the Aspect ACD. A Peripheral Target is
ICM Peripheral Target is a Network Target that is identified by a trunk
group and DNIS that terminate on the Aspect ACD. A Peripheral Target is