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GEOTEL
ICR
Rockwell
Galaxy
Rockwell
Spectrum
Siemens
HICOM 300E
Siemens Rolm
9751 CBX
Work Not
Ready
N.A. Call work and
available console
lamp not lit.
N.A. Unavailable/Work
Busy Oher Overflow calls
currently in
progress.
Overflow call
work.
Busy on either
an internal call
or a call for an
agent group
other than the
agent’s primary
group.
Other Other
Reserved N.A. N.A. N.A. N.A.
Hold N.A. N.A. N.A. N.A.
Table 13 shows the ICR agent state terms and how they correspond to
the terms used by Alcatel, NEC, and Ericsson.
Table 13: Agent State Terminology—Alcatel, NEC, and Ericsson
GEOTEL
ICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP100
Logged On Agent Logged On Logon Agent logged on, jacked-in
Logged Off
1
Agent Logged Off Logged Off Agent logged off, jacked-out
Ready Agent Ready Logged on minus not
ready
Idle, agent ready
Not Ready Agent Not Ready Break Agent not ready
Available Idle Ready Idle
Talking In Agent Busy ACD incoming Q_CONN
Talking Out Agent Busy Non-ACD outgoing Q_OUTDIAL, A_OUTDIAL
Talking
Other
Agent Busy Non-ACD incoming,
Non-ACD internal
A_CONN, Q_CONN
(continued)
1
Logged Off is not an agent state, but rather a necessary condition for being in
any state.