Cisco Cisco Computer Telephony Integration Option 9.0 Guia De Referência

Agent Availability 
Status

An agent is available to work on a task in this Media 
Routing Domain if the agent meets all of these 
conditions:

• The agent is routable for this Media Routing 
Domain

• The agent is not in Not Ready state for skill groups 
in other Media Routing Domain

• The agent is temp routable, meaning that the agent 
is not in Reserved, Active, Work-Ready, or 
Work-Not Ready state on a non-interruptible task in 
another Media Routing Domain.

• The agent has not reached the maximum task limit 
for this Media Routing Domain

An available agent is eligible to be assigned a task. 
Who can assign a task to the agent is determined by 
whether or not the agent is Routable.

An agent is ICMAvailable in MRD X if he is 
available in X and Routable with respect to X. An 
agent is ApplicationAvailable in MRD X if he is 
available in X and not Routable with respect to X. 
Otherwise an agent is NotAvailable in MRD X.

NOT AVAILABLE = 0, 

ICM AVAILABLE = 1,

APPLICATION AVAILABLE=2

UINT

4

AgentID (optional)

The agent’s ACD login ID, if an agent is logged into 
the specified device.

STRING

12

AgentExtension 
(optional)

The agent’s ACD teleset extension, if an agent is 
logged into the specified device.

STRING

16

AgentInstrument 
(optional) 

The agent’s ACD instrument number, if an agent is 
logged into the specified device.

STRING

64

SkillGroup Number

The number of an agent Skill Group queue that the 
call has been added to, as known to the peripheral. 
May contain the special value 
NULL_SKILL_GROUP (

) when not 

applicable or not available. There may be more than 
one SkillGroupNumber field in the message (see 
NumSkillGroups).

UINT

4