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138 Available Data
GEOTEL
ICR
Aspect
CallCenter Lucent DEFINITY ECS Nortel Meridian
Talking
Other
Talking Inside
Supervisor Line
MSG
1
HELP
1
AUX IN/OUT
ACW IN/OUT
DN IN
DNOUT
DNOHOLD
DNIHOLD
ACDH/DNO
ACDH/DNI
NRDY/DNO
NRDY/DNI
NRDY/DNOH
NRDY/DNIH
ACDH/DNOH
2
ACDH/DNIH
2
Work Ready Wrap-up ACW
DACW
Not Ready
Work Not
Ready
N.A. N.A. N.A.
Busy Other MSG
3
OTHER Not Avail
Reserved RSVD N.A. RESERVE
Hold HOLD N.A. N.A.
1
On ACDs using the Aspect Event Link, these additional states map to Talking
Other.
2
Agents in these states are counted as Talking Other if the DN line was the last
line active.
3
On ACDs that are not using the Aspect Event Link, the MSG state maps to
Busy Other.