Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The following table shows some possible values for these variables. Assume three agents are
logged into a voice skill group, and the same three agents are also logged into another
non-interruptible domain, such as Collaboration Server Single-session Chat. This table shows
the voice skill group states.

3

3

Initial state

2

2

First agent handles a call

1 (because there is really only one
agent left to handle voice calls)

2 (because there are two agents
doing nothing in the domain)

Second agent handles a Collaboration chat
session

2

3

Voice call ends

3

3

Collaboration chat ends

If a routing script needs to check the number of available agents, using SkillGroup.Avail produces
better results as it uses an extrapolation mechanism in determining the available agent.

Following is another example showing agents handling multi-session chat. Assume three agents
logged into a multi-session chat skill group, each capable of handling two chats. This table
shows states for the multi-session chat group.

3

0

3

Initial state

3 (because all three agents can
still handle additional chats)

1

2 (because the agent
is now in the talking
state)

First agent handles a Collaboration
chat session

3

2

1

Second agent handles a Collaboration
chat session

3

3

0

Third agent handles a Collaboration
chat session

2 (because only the second and
third agents can handle an
additional chat)

3 (even though a total of 4
chats are in progress, only
3 agents are doing the
work)

0

First agent handles second
Collaboration chat session

By default, Script Editor shows the ICMAvailable value instead of Avail value when displaying
skill group real-time data.

Closed Variables

Closed variables are available for use for Skill Groups, Peripherals, and Media Routing Domains.
Closed variables allow administration scripts to turn dequeuing to these objects on and off. The
Closed variables default to 0, meaning that the object is open. A script (usually an administration
script) can change the state of the Closed variables. If a Closed flag is set to a non-zero integer,
then calls will not be dequeued to affected agents, regardless of their state.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)