Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guida All'Installazione

Unified CCX does not have as many agent state options available as Unified ICME. In addition,
some similarly named agent states do not have the same definition on both the child and parent
systems.

The following table describes agent states available in Unified ICME and Unified CCX.

Unified ICME and Unified CCX: 0

Logout

Logged Off

(Not displayed anywhere.)

Unified ICME and Unified CCX: 1

Login

Logged On

(Not displayed anywhere.)

Unified ICME and Unified CCX: 2

Not Ready

Not Ready

(Not available to receive routed calls.)

Unified ICME and Unified CCX: 3

Ready

Ready

Unified ICME and Unified CCXs:
4

Talk

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

Talking

Unified ICME and Unified CCX: 5

Work

Work Not Ready

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

Unified ICME: 6

No mapping available

Work Ready

Unified CCX: Nothing passed

Unified ICME: 7

No mapping available

Busy Other

Unified ICME: 8

Reserved

Reserved

Unified CCX: 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, Unified CCX places
agent in the Not Ready state.

Unified ICME: 9

No mapping available

Call Initiated

Unified CCX: Nothing passed

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)