Cisco Cisco IPCC Web Option Technical References
Translation Routes
73
73
Avaya Agent State
Definition
outgoing calls during AUX. Agent is not available to receive
an ACD call.
an ACD call.
If on a call, IN/OUT specifies the call direction.
AVAIL
Agent is available to receive calls.
RINGING
Call is ringing at the agent’s extension.
OTHER
Agent is doing other work (e.g., the call is on hold, the agent
is dialing to place a call or access a feature, the agent is
handling a personal call, or DACD is ringing with no
answer.)
is dialing to place a call or access a feature, the agent is
handling a personal call, or DACD is ringing with no
answer.)
UNKNOWN
Agent is in an unknown state (e.g., when CMS link to G3
switch is not operational).
switch is not operational).
Table
8: Unified ICM-Avaya Agent State Derivation
Unified ICM Agent
State
State
Derivation from Avaya Agent States
Logged_On
Logged_In
TP
F
1
F
PT
Logged_Off
Logged_Out
P
1
P
Ready
All states other than AUX and UNKNOWN
Available
AVAIL
WrapUp
ACW, DACW
TalkingIn
ACD-IN, DACD
TalkingOut
ACD-OUT (not in AUX)
TalkingOther
AUX IN/OUT, ACW IN/OUT
Other
OTHER
Note:
Support for AUX reason code change in Not Ready state is available from
ICM 8.5(3) onwards.
ICM 8.5(3) onwards.
3.11. Skill Group Members
For CMS-less configurations, the agent skill levels for their logged-in skill
groups can only be determined via Unified ICM configuration. That is, Avaya
does not yet provide skill level information over the CTI link for agent logins.
Therefore, you must preconfigure and associate the agent with the correct
subgroup in order to properly identify the agent’s skill level.
groups can only be determined via Unified ICM configuration. That is, Avaya
does not yet provide skill level information over the CTI link for agent logins.
Therefore, you must preconfigure and associate the agent with the correct
subgroup in order to properly identify the agent’s skill level.
PT
1
T
P
Logged_In and Logged_Out are not CMS agent states