Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guia Do Utilizador

The state with an asterisk (*) is a voice media only state. 

An agent doing wrap-up work (post-call activities, such as completing paperwork or 
consulting with associates) is in either the Work Ready or the Work Not Ready state. 
Derived from: Agent_Real_Time.AgentState 

The mode by which the agent is connected:

  – 0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task)

  – 1 = Call By Call (Mobile agent's phone is connected for each incoming call)

  – 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected 

through multiple calls)

Derived from: Agent_Real_Time.PhoneType

For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber

A code received from the peripheral that indicates the reason for the agent's last state 
change. If not defined, this displays 0.
Derived from: Agent_Real_Time.ReasonCode 
For more information, see About Not Ready Reason Codes

The agent's CTIOS desk settings and CTIOS registry settings need to be configured to 
display the reason code. You can do this in the ICM Configuration Manager's Agent Desk 
Settings List tool.

You must enable reason code reporting by selecting the "agent event detail" check box 
in the ICM Configuration Manager's PG Explorer. 

The phone extension on which the agent is currently working. 
Derived from: Agent_Real_Time.Extension

The date and time the agent logged in. 
Derived from: Agent_Real_Time.DateTimeLogin

Whether or not the agent requested supervisor assistance: No or Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist

The type of outbound task on which the agent is currently working:

  – None (Not Applicable)

  – ACD

  – Direct