Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
ICM Software Configuration
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If hardphone support is enabled for an agent device then the agent states
are synchronized between ICM and the Aastra PointSpan hardphone.
Table 4 shows how ICM agent states are mapped to the PointSpan PBX
states in hardphone support mode.
Table 4: ICM Software-PointSpan PBX Agent State Mapping
ICM Agent State
Mapping to PointSpan PBX Agent States
Not Ready
Agent Work
Ready
Agent Idle
Available
Agent Idle
WorkReady
N/A
WorkNotReady
N/A
TalkingIn
N/A
TalkingOut
N/A
TalkingOther
N/A
BusyOther
N/A
Reserved
N/A
Hold
N/A
Logged Out
Agent Signed OFF
Note:
Because of a limitation on the OAI Interface the PointSpan agent state
UNAVAILABLE is not sent to ICM. Therefore the PointSpan agent state
UNAVAILABLE is not supported in an ICM deployment.
4.6. Agent Targeting Rules
Configure ICM Agent Targeting Rules as described in the Aastra ARI
Release Notes
Release Notes
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