Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

(Agent speaking with customer or other
agent. State set automatically; does not
have corresponding button.)

ICM and IPCC Express: 5

Work

Work Not Ready

Completing work for a previous call and
unavailable to receive routed calls.)

ICM: 6

No mapping available

Work Ready

IPCC Express: Nothing passed

ICM: 7

No mapping available

Busy Other

ICM: 8

Reserved

Reserved

IPCC Express: Nothing passed

Agent assigned to receive a specific call.
(State set automatically; does not have
corresponding button.) State changes to
the Talking when agent answers the call.

If agent fails to answer the call within a
time limit specified by the system
administrator, IPCC Express places agent
in the Not Ready state.

ICM: 9

No mapping available

Call Initiated

IPCC Express: Nothing passed

ICM: 10

No mapping available

Call Held

IPCC Express: Nothing passed

ICM: 11

No mapping available

Active

IPCC Express: Nothing passed

ICM and IPCC Express: 12

Hold

Paused

ICM: 13

No mapping available

Interrupted

IPCC Express: Nothing passed

ICM: 14

No mapping available

Not Active

IPCC Express: Nothing passed

What is the Relationship Between IPCC Express and ICM Software Reporting Entities?

The following table shows the elements that are mapped between IPCC Express and ICM
software in an IPCC Gateway deployment:

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)