Cisco Systems ICM Software Version 4.5 Flat Panel Television User Manual


 
Agent States and Time Allocations 137
7. Available Data
7.3.2. ICR Agent State Mapping To Peripherals
The ICR uses certain terms to describe the work states that agents move
in and out of while handling customer calls. Peripheral vendors use
slightly different terms to describe these same states.
Table 11 shows the ICR agent state terms and how they correspond to
the terms used by Aspect, Lucent, and Nortel.
Table 11: Agent State Terminology—Aspect, Lucent, and Nortel
GEOTEL
ICR
Aspect
CallCenter Lucent DEFINITY ECS Nortel Meridian
Logged On Signed On Logged_In
1
Manned
Logged Off
2
Signed Off Logged_Out
1
Spare
Ready Ready All other states other than
AUX and UNKNOWN
Manned, but not in Walkaway
3
Not Ready Idle AUX, UNKNOWN Walkaway
Available Avail AVAIL Wait
DNOHOLD
<ACD Ready>
4
<ACD Ready>
4
Talking In Talking ACD1
Talking ACD2
Talking ACT1
Talking ACT2
ACD-IN
DACD
ACD
ACD/DNOH
ACD/DNIH
ACDHOLD
ACDH/DNIH
5
ACDH/DNOH
5
Talking Out
Talking Out1
Talking Out2
ACD-OUT N.A.
(continued)
1
Logged_In and Logged Out are not CMS agent states.
2
Logged Off is not an agent state, but rather a necessary condition for being in
any state.
3
Agents who are in Walkaway with a call on hold are counted as Ready.
4
These states occur only if ACAA is set for the ACD DN in LD 23. (ACAA
allows new ACD calls to an agent who has an Individual DN (IDN) call on
hold).
5
Agents in these states are counted as Talking In if the ACD line was the last
line active.