Table Of Contents
Peripheral-Specific Support
General ICM Software Support
Peripheral-Specific Terminology
ICM Feature Limitations
CTI Support
Call Events
Client Control Requests
Peripheral-Specific Limitations and Differences
Alcatel
Aspect CallCenter
Avaya DEFINITY ECS
Avaya G2
Enterprise Agent and IPCC
Ericsson ACP1000
Ericsson MD110
Media Termination and IPCC
NEC NEAC 2400, 7400, and APEX 7600
Nortel DMS-100, DMS-500, SL-100
Nortel Meridian
Nortel Symposium
Rockwell Galaxy
Rockwell Spectrum
Siemens Hicom 300 E
Siemens Rolm 9751
IVR (event type interface)
IVR (polled type interface)
Agent States
Peripheral-Specific Support
ICM software supports several models of call center peripherals. Different peripheral manufacturers provide varying levels of support for both general ICM software features and for CTI-specific features. You need to take these differences into account when you write a CTI client application that will interface with third-party switches and devices.
Note 
Although all the peripherals mentioned in this chapter are supported by the Cisco CTI Server, not all peripherals are currently supported by other Cisco CTI offerings, including Cisco CTI Desktop and Java Client. Please check with Cisco Systems CTI Product Management for specific peripheral support from a CTI perspective.
This chapter details some of these considerations. It provides the following information:
•Peripheral-specific equivalents for some common ICM terms
•A list of ICM features that some peripherals do not support
•A table of CTI call event types that are unavailable for different peripheral types
•A table of CTI client control requests that are unsupported by different peripheral types
•Differences and limitations in the level of CTI support provided by various peripherals—including a list of CTI Server agent states and the corresponding terminology/functionality associated with the various peripherals
General ICM Software Support
This section describes differences in how various peripherals implement ICM software functionality.
Peripheral-Specific Terminology
Different peripheral manufacturers use different terminology for ICM software terms such as agents, skill groups, and services. For example, other manufacturers might call a service an application, a split, or a gate. Table 3-1 lists several ICM software terms and provides peripheral-specific equivalents.
Table 3-1 ICM and Peripheral-Specific Terminology
ICM Term
|
Peripheral-Specific Equivalent
|
Agent
|
Agent
|
Peripheral target
|
Alcatel 400: DNIS
Enterprise Agent/IPCC: Device Target
Ericsson ACP1000: Trunk group or queue
NEC NEAX 2400, NEAX 7400, APEX 7600: Pilot number
Nortel DMS-100, DMS-500, SL-100: Primary or Supplementary ACD DN
Rockwell Galaxy: DNIS
Siemens Hicom 300 E: Destination ACD
Others: Trunk group and DNIS1
|
Service
|
Alcatel 400: Pilot
Aspect CallCenter: Application
Avaya DEFINITY ECS: Vector Directory Number (VDN)
Ericsson ACP1000: Trunk group/called number
NEC NEAX 2400, NEAX 7400, APEX 7600: CCV number
Nortel DMS-100, DMS-500, SL-100: Primary or Supplementary ACD DN
Nortel Meridian: ACD Directory Number (ACD DN) or ACD Controlled Directory Number (ACD CDN)2
Nortel Symposium: Application
Rockwell Galaxy: Gate
Rockwell Spectrum: Application
Siemens Hicom 300 E: ACD Routing Table (ART)
Siemens Rolm 9751: Pilot number for ACD routing table
|
Skill group
|
Alcatel 400: Agent PG
Aspect CallCenter: Agent group
Avaya DEFINITY ECS: Skill group or hunt group3
Ericsson ACP1000: Agent group
NEC NEAX 2400, NEAX 7400, APEX 7600: Split number
Nortel DMS-100, DMS-500, SL-100: ACD Group
Nortel Meridian: ACD DN
Nortel Symposium: Skill Set
Others: Skill group
|
Trunk
|
Alcatel 400: None
Aspect CallCenter: Instrument4
Nortel DMS-100, DMS-500, SL-100: None
Nortel Meridian: Member of route
Nortel Symposium: None
Others: Trunk
|
Trunk group
|
Alcatel 400: None
Nortel DMS-100, DMS-500, SL-100: None5
Nortel Meridian: Route
Nortel Symposium: Route
Others: Trunk group
|
In some cases, the ICM concept is very close to the corresponding ACD feature. For example, the ICM concept of a service is very similar to the Aspect concept of an application. In other cases, the ACD does not have a feature that maps exactly to the ICM feature. In these cases, you might choose a different mapping than shown in Table 3-1. For example, although it might make sense to associate each VDN on a DEFINITY ECS with an ICM service, you could also map each hunt group to a service.
On an Avaya DEFINITY ECS running in EAS mode and on Rockwell Galaxy ACDs, each skill group may have multiple subgroups depending on the switch configuration. ICM software emulates this by automatically creating additional skill groups for these peripheral types. For example, when you configure the Sales skill group for a Galaxy ACD, ICM software automatically creates the Sales.pri and Sales.sec skill groups in addition to the base Sales group. In monitoring and scripts, you can reference the .pri and .sec skill groups directly or you can refer to the base skill group.
ICM Feature Limitations
Some ACDs have limitations that prevent them from making full use of specific features of ICM software. Table 3-2 summarizes these limitations for those ACDs.
Table 3-2 ICM Features Not Supported for Specific Peripherals
Peripheral Type
|
Restrictions
|
Alcatel 4400
|
No trunk group monitoring
|
Aspect CallCenter
|
Only one skill group assignment per agent
|
Avaya DEFINITY ECS
|
none
|
Enterprise Agent/IPCC
|
Does not support Trunks or Trunk Groups
|
Ericsson ACP1000
|
Only one skill group assignment per agent
|
NEC NEAX 2400, NEAX 7400, APEX 7600
|
none
|
Nortel DMS-100
|
No trunk group monitoring
|
Nortel Meridian
|
Limited trunk group monitoring
Ring time for a call is included in either queue time or delay time
|
Nortel Symposium
|
No Peripheral Service Level reporting
No Trunk Group Real Time or Trunk Group Half Hour data elements
|
Rockwell Galaxy
|
No Post-Routing or translation routes
No Longest Available Agent routing
No support for CTI Server
No support for Agent Reporting
Can route only to services; not to specific agents or skill groups (the ACD chooses the best group or agent to provide the service)
No real-time agent state data (but accumulated times in each state are reported)
|
Rockwell Spectrum
|
No real-time trunk group monitoring
Duplexed PG operation supported only for TCP/IP Transaction Link configurations.
|
Siemens Hicom 300 E
|
No real-time trunk group monitoring
Limited conference call monitoring
|
Siemens Rolm 9751
|
No Post-Routing or translation routes
No Longest Available Agent routing
No support for CTI Server
No support for Agent Reporting
No CTI Server support
No automatic configuration of agents
No routing to a specific agent
No real-time trunk group reporting or termination call detail reporting
Limited reporting data for services and skill groups
|
CTI Support
This section describes how different peripheral types implement and support CTI functionality. It includes the following information:
•A table of call event types that are unavailable for different peripheral types
•A table of client control requests that are unsupported by different peripheral types
•A list of other peripheral-specific differences and limitations
•A table of agent states
Note The Rockwell Galaxy and the Avaya G2 do not have CTI support.
The Siemens Rolm 9751 does not have CTI Server support, but does support screen pop.
Call Events
Table 3-3 lists the call events that are not available from different peripheral types.
•The entry "none" indicates that the event is available from all supported peripherals.
•A single asterisk (*) indicates that the event is available from the starred peripheral, subject to the restrictions/limitations listed in the "Peripheral-Specific Limitations and Differences" section.
•A double asterisk (**) indicates that the event is available from Aspect when the PG is configured to use the Aspect Event Link.
Table 3-3 Call Events NOT Available to Specific Peripherals
Unavailable Event
|
Peripherals
|
AGENT_PRE_CALL
|
Alcatel, Aspect, DEFINITY, DMS-100, DMS-500, SL-100, Ericsson ACP1000, Ericsson MD110, IVR, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
AGENT_PRE_CALL_
ABORT
|
Alcatel, Aspect, DEFINITY, DMS-100, DMS-500, SL-100, Ericsson ACP1000, Ericsson MD110, IVR, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
AGENT_STATE
|
IVR
|
BEGIN_CALL
|
none
|
CALL_ CLEARED
|
Aspect*
|
CALL_CONFERENCED
|
Aspect**, IVR, Rockwell Spectrum, Siemens Hicom
|
CALL_CONNECTION_ CLEARED
|
none
|
CALL_DATA_UPDATE
|
none
|
CALL_DELIVERED
|
Aspect*, Rockwell Spectrum*
|
CALL_DEQUEUED
|
Alcatel, DEFINITY, DMS-100, DMS-500, SL-100, Enterprise Agent/IPCC, Ericsson ACP1000, Ericsson MD110, IVR, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Siemens Hicom
|
CALL_DIVERTED
|
Aspect, Enterprise Agent/IPCC, Nortel Meridian, Nortel Symposium, Rockwell Spectrum
|
CALL_ESTABLISHED
|
IVR
|
CALL_FAILED
|
Aspect, DMS-100, DMS-500, SL-100, IVR, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
CALL_HELD
|
Aspect**, IVR, Rockwell Spectrum*
|
CALL_ORIGINATED
|
Aspect, DEFINITY*, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
CALL_QUEUED
|
Enterprise Agent/IPCC, IVR
|
CALL_REACHED_
NETWORK
|
Aspect, DMS-100, DMS-500, SL-100, IVR, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
CALL_RETRIEVED
|
Aspect**, IVR, Rockwell Spectrum*
|
CALL_ SERVICE_ INITIATED
|
Aspect**, DEFINITY*, IVR, Siemens Hicom
|
CALL_TRANSFERRED
|
IVR
|
CALL_TRANSLATION_ ROUTE
|
Enterprise Agent/IPCC
|
END_CALL
|
none
|
RTP_STARTED_EVENT
|
Alcatel, Aspect, DEFINITY, DMS-100, DMS-500, SL-100, Ericsson ACP1000, Ericsson MD110, IVR, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
RTP_STOPPED_EVENT
|
Alcatel, Aspect, DEFINITY, DMS-100, DMS-500, SL-100, Ericsson ACP1000, Ericsson MD110, IVR, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Rockwell Spectrum, Siemens Hicom
|
SYSTEM
|
none
|
Client Control Requests
Table 3-4 lists the client control requests that are not supported by the different peripheral types. The entry "none" indicates that the request is available for all supported peripherals.
•A single asterisk (*) indicates that the event is available from the starred peripheral, subject to the restrictions/limitations listed in the "Peripheral-Specific Limitations and Differences" section.
Note An IVR can not make any client control requests.
Table 3-4 Client Control Requests NOT Available to Specific Peripherals
Unavailable Request
|
Peripherals
|
ALTERNATE_CALL
|
Enterprise Agent/IPCC (This is temporarily unavailable)1 , Nortel Symposium
|
ANSWER_CALL
|
none
|
CLEAR_CALL
|
Alcatel, Ericsson ACP1000, Ericsson MD110, Siemens Hicom
|
CLEAR_CONNECTION
|
none
|
CONFERENCE_CALL
|
none
|
CONSULTATION_CALL
|
none
|
DEFLECT_CALL
|
Aspect, DMS-100, DMS-500, SL-100, Nortel Meridian, Nortel Symposium, Rockwell Spectrum
|
HOLD_CALL
|
Enterprise Agent/IPCC*
|
MAKE_CALL
|
none
|
MAKE_PREDICTIVE_ CALL
|
Alcatel, DMS-100, DMS-500, SL-100, Ericsson ACP1000, Ericsson MD110, NEC NEAX 2400, 7400, and APEX 7600, Siemens Hicom
|
QUERY_AGENT_STATE
|
none
|
QUERY_DEVICE_INFO
|
none
|
RECONNECT_CALL
|
DMS-100, DMS-500, SL-100
|
RETRIEVE_CALL
|
none
|
SEND_DTMF_SIGNAL
|
Aspect, DMS-100, DMS-500, SL-100, NEC NEAX 2400, 7400, and APEX 7600, Nortel Meridian, Nortel Symposium, Rockwell Spectrum
|
SET_AGENT_STATE
|
none
|
SNAPSHOT_CALL
|
none
|
SNAPSHOT_DEVICE
|
none
|
TRANSFER_CALL
|
none
|
Peripheral-Specific Limitations and Differences
This section lists CTI-related restrictions and implementation differences for various peripherals.
Alcatel
•Conference calls can have a maximum of three parties.
•Single-step/blind transfer or conference is not supported. Transfer and conference calls must be consultative.
•When an agent (say 3550) logs into a phone/device (say 3300), the device becomes the agent. So to reach the said agent, one would dial 3550.
•Alcatel requires a position ID as part of the Login information. Position ID is the same as instrument (an indication of the physical device).
•When an agent logs in, a skill group has to be specified. Failure to specify a skillgroup, or specifying an incorrect skill group, results in a login failure.
•An inside call cannot be put on Hold.
•Alcatel does not support a second line. When a call is active, the Inside and Outside controls should be unavailable. A second call can only be made as a Consult call in the context of an existing call (via Transfer or Conference).
Aspect CallCenter
•AgentExtension and AgentInstrument are defined as the port number that the teleset is connected to.
•Events marked by an asterisk (*) are available when the PG is configured to use the Aspect EventLink.
•Call Alerting (Call Delivered, LocalConnectionState = LCS_ALERTING) is available when the EventLink is used.
•Outbound calls on some trunk types do not always provide Call Cleared events. Interflow calls that are accepted, but handled by the originating site, also sometimes do not provide Call Cleared events.
•Outbound calls require that the CallPlacementType be specified in an outbound request.
•Conference calls can have a maximum of three parties.
•In a single-step/blind transfer of a call, the initial call must come in over a trunk (be a CCT call) and the dialed number must go to a CCT.
•In a regular call transfer, the consult call can be either a CCT call or an agent_inside call.
•Alternate call operations require that the initial call be a CCT call. The second call (consult call) can be either a CCT call or an agent_inside call.
•In the MAKE_PREDICTIVE_CALL_REQ message, the AnswerDetectControl1 field should contain the binary value of the Application Bridge AD_PARAM setting, and the AnswerDetectControl2 field should contain the binary value of the Application Bridge ANS_MAP setting.
Avaya DEFINITY ECS
•AgentExtension and AgentInstrument are defined as the station extension.
•DEFINITY ECS events are the same with or without EAS (Expert Agent Selection).
•Both EAS and non-EAS versions maintain a list of preconfigured agent groups. When you log in with EAS, the agent is automatically logged into all preconfigured Agent groups. When you log in without EAS, the agent is logged into only those groups that you specify in the login request.
•The Cisco Peripheral Interface Module (PIM)—the Cisco proprietary interface between a peripheral and the Peripheral Gateway (PG)—does support call events on inside calls only when the agent's station is monitored by ICM software (that is, appears in the ICM Peripheral Monitor Table), when the call goes through a monitored VDN, or when the call is originated by a CTI MakeCallReq. Inside calls are calls originated by an agent on the switch; this includes consult calls prior to a transfer or conference. Once the transfer or conference is completed, you can see call events for the merged ACD call.
•Auto Answer agents must have the phone off the hook or you will be unable to log into the agent. Manual Answer agents should leave the phone on the hook.
•Applications should wait a time interval of three times the refresh rate (defined in the Avaya Call Management System) between login or logout attempts. Failure to do so may cause the PIM to miss the login event and result in a failed call request.
•CTI clients that access a DEFINITY ECS switch are returned an ASAI cause value if a third-party action fails. If you have a copy of the DEFINITY Technical Reference Manual, you can determine the actual cause of the failure by performing the following steps:
–Refer to Table 3-5 to obtain the DEFINITY ECS value that corresponds to the returned ASAI cause value:
Table 3-5 DEFINITY Cause Values
ASAI Value
|
DEFINITY ECS Value
|
Cause Value
|
Description
|
-MAX_LONG
|
none
|
*C_NUSE_LONG
|
No value was returned by the ECS.
|
0
|
CS0/28
|
*C_INVLDNUM
|
Invalid origination or destination address.
|
1
|
CS0/111
|
*C_PROTERR
|
Capability sequence has been violated or under-lying protocol error has been detected; an unrecognized value was returned by the ECS.
|
2
|
CS3/40
|
*C_RESUNAVL
|
Resources to fulfill service are not available.
|
3
|
CS0/50
|
*C_FACUNSUB
|
Capability is implemented but not subscribed to by requester.
|
4
|
CS3/79
|
*C_SER_UNIMP
|
Incompatible options selected.
|
5
|
CS0/96
|
*C_MAND_INFO
|
One of the required parameters is missing.
|
6
|
CS0/100
|
*C_INVLDIE
|
Value specified in parameter is not allowed or defined.
|
7
|
CS3/63
|
*C_SERV_UNAVIL
|
Domain or call is being monitored by another adjunct.
|
8
|
CS3/86
|
*C_CALLID_TERM
|
Call is no longer in active state.
|
9
|
CS0/98
|
*C_INCOM_ST
|
Message not compatible with call state.
|
10
|
CS0/81
|
*C_INVALID_CRV
|
Invalid call identifier (sao_id also known as cluster_id) used or call does not exist.
|
11
|
CS3/80
|
*C_INCOM_OPT
|
Incompatible options used to establish the call.
|
12
|
CS0/102
|
*C_REC_TIMER
|
Timer expired.
|
13
|
CS3/15
|
*C_NOLOGIN
|
Agent not logged into split.
|
14
|
CS3/11
|
*C_NOSPLIT_MEM
|
Agent not member of specified split or split number specified incorrectly.
|
15
|
CS0/17
|
*C_USER_BUSY
|
Domain or call is being monitored by another adjunct.
|
16
|
CS0/18
|
*C_NOUSE_RESP
|
Originating address does not respond to service.
|
17
|
CS3/43
|
*C_PERM_DENIED
|
Permission checks for service have failed.
|
18
|
CS3/87
|
*C_CLUST_TERM
|
Association terminated because service is not active.
|
19
|
CS3/27
|
*C_OUT_OF_SERV
|
Domain has been removed by administration.
|
20
|
CS3/12
|
*C_INCS_AGT_ST
|
Agent not in compatible state.
|
21
|
CS3/13
|
*C_MAXLOGIN
|
Agent logged into maximum number of splits.
|
22
|
CS3/14
|
*C_INC_PASWD
|
Invalid login password.
|
23
|
CS3/16
|
*C_AGT_STATE
|
Request to put agent in same state he/she is already in.
|
24
|
CS3/41
|
*C_BAD_ADMIN
|
ACD not provisioned or optioned.
|
25
|
CS0/16
|
*C_NORMAL
|
Normal termination; call routed successfully.
|
26
|
CS0/42
|
*C_NETCONJ
|
Association terminated because of network congestion.
|
27
|
CS0/99
|
*C_BAD_IE
|
Unknown information element detected.
|
28
|
CS3/22
|
*C_QUEFULL
|
Queue is full.
|
29
|
CS3/42
|
C_REORDER_ DENIAL
|
Reorder/Denial.
|
30
|
CS3/46
|
C_ADMIN_ PROGRESS
|
Administration is in progress; request cannot be serviced.
|
31
|
CS3/53
|
C_FEATURE_ REJECTED
|
The ECS has rejected a request from the adjunct.
|
32
|
CS0/1
|
C_UNASSIGNED_ NUM
|
Unassigned number.
|
33
|
CS0/21
|
C_CALL_ REJECTED
|
Call rejected.
|
34
|
CS0/22
|
C_NUM_ CHANGED
|
Number changed.
|
35
|
CS0/31
|
C_NORMAL_ UNSPECIF
|
Normal, unspecified.
|
36
|
CS0/34
|
C_NO_CIRCUIT
|
No circuit or channel available.
|
37
|
CS0/41
|
C_TEMP_FAILURE
|
Temporary Failure.
|
38
|
CS0/58
|
C_BEARER_CAP_ UNAVAIL
|
Bearer capability not presently available.
|
39
|
CS0/88
|
C_INCOMPAT_ DESTINATION
|
Incompatible destination.
|
40
|
CS0/95
|
C_INVALID_ MESSAGE
|
Invalid message, unspecified (backward compatibility).
|
41
|
CS0/97
|
C_NON_EXIST_ MESSAGE
|
Message nonexistent/ not implemented.
|
42
|
CS0/127
|
C_UNSPECIFIED
|
Unspecified.
|
43
|
CS3/19
|
C_NO_ANSWER
|
No answer.
|
44
|
CS3/20
|
C_NO_TRUNKS
|
Trunks not available.
|
45
|
CS3/21
|
C_NO_ CLASSIFIERS
|
Classifiers not available.
|
46
|
CS3/30
|
C_REDIRECT
|
Redirected.
|
47
|
CS3/38
|
C_NETWORK_ OUT_OF_ORDER
|
Network out of order.
|
48
|
Undefined
|
*C_CAUSE_ UNKNOWN
|
Undefined value returned from the ECS.
|
49
|
CS0/52
|
*C_OUT_CALL_ BARRED
|
Outgoing call has been barred.
|
50
|
CS3/23
|
C_REMAINS_IN_Q
|
Call remains in queue.
|
51
|
CS0/65
|
C_BEARER_SVC_ NOT_IMPL
|
Bearer service not implemented.
|
52
|
CS3/17
|
C_TIMED_ ANSWER
|
Assumed answer based on internal timer.
|
53
|
CS3/18
|
C_VOICE_ ENERGY_ANSWER
|
Voice energy detected by the ECS.
|
54
|
CS0/82
|
C_NO_TONE_ CHANNEL
|
Channel and/or tone does not exist (no tone connected to the specified call).
|
55
|
CS3/24
|
C_ANSWERING_ MACHINE
|
Answering machine detected.
|
56
|
CS0/29
|
C_FACILITY_ REJECTED
|
Facility rejected.
|
57
|
CS3/25
|
C_FORWARD_ BUSY
|
Redirection cause.
|
58
|
CS3/26
|
C_COVER_BUSY
|
Redirection cause.
|
59
|
CS3/28
|
C_COV_DONT_ ANS
|
Redirection cause.
|
60
|
CS3/31
|
C_FORWARD_ALL
|
Redirection cause.
|
61
|
CS3/8
|
C_LISTEN_ONLY
|
Single-Step Conference listen only.
|
62
|
CS3/9
|
C_LISTEN_TALK
|
Single-Step Conference listen-talk.
|
For example, an ASAI value of 15 corresponds to the DEFINITY ECS value of CSO/17 (C_USER_BUSY).
–Refer to Table 3-6 to find the chapter of the DEFINITY Technical Reference Manual that discusses the third-party action that you attempted:
Table 3-6 Third-party Request/Section in DEFINITY Manual
Third-party Action or Request
|
Chapter in Manual
|
Third-party actions via Call Control: Auto Dial (3PAD), Clear (3PCC), Deflect (Redirect) (3PREDIR), Drop (Selective Drop) (3PSD), Listen-Disconnect, Listen-Reconnect, Selective Hold (3PSH), Make Call (3PMC) (or Predictive Call), Relinquish Control (3PRC), Reconnect (Retrieve) (3PR), Send DTMF (3PSDS), Take Control (3PTC)
|
Chapter 4: ASAI and Call Control
|
Third-Party actions via Domain Control: Auto Dial (3PAD), Domain Control (3PDC), Answer (3PANS), Merge (Transfer/Conference) (3PM)
|
Chapter 5: ASAI and Domain Control
|
Call Routing (RT_REQ, RT_SEL, RT_END)
|
Chapter 7: ASAI and Call Routing
|
Agent State change: Login, Logout, Change Workmode: NotReady (AUX), Ready (AVAIL), WorkReady (ACW), etc.) Activating/Canceling Call Forwarding Activating/Canceling Send All Calls
|
Chapter 8: ASAI and Request Feature Capabilities
|
Value Queries
|
Chapter 9: ASAI and Value Query Capabilities
|
Set Value: Message Waiting Indicator (MWI) Set Billing Type
|
Chapter 10: ASAI and Set Value Capabilities
|
For example, third-party login requests are discussed in Chapter 8, "ASAI and Request Feature Capabilities."
–Refer to the chapter specified in Table 3-6 for an explanation of the DEFINITY ECS cause value.
Avaya G2
•No events available.
Enterprise Agent and IPCC
•MAKE_CALL is only supported when the agent is in the NotReady state.
•Consult and blind transfers are supported. However, placing a call on hold, making a new call and then completing the transfer is not supported.
•Hold and retrieve are supported, but not during a consult call because it breaks the consult relationship with the Cisco CallManager. AlternateCall is also not supported because it is a hold and a transfer. You are unable to Hold and Retrieve when in the middle of a Transfer or Conference. However, you can use ReconnectCall to hang up an active (consult) call and retrieve the call on hold.
•Completing a conference or a transfer to a consulted agent on hold is not supported.
•Transferring conferences to an unobserved party is not supported.
•Overlapping transfer and conference consult operations on the same parties are not supported. For example, Agent A calls Agent B. During the conversation, Agent A needs to conference consult Agent C. Agent B feels that Agent D has more information, so Agent B then transfer consults to Agent D. To end the call, Agent A completes the conference and Agent B completes the transfer. This would fail.
•Only the conference initiator can add parties to the conference.
•Calls do not get queued at the Cisco CallManager but instead at some queue point. Because of this, skill group queue statistics are not available via the QUERY_SKILL_GROUP_STATISTICS_REQ. Service controlled IVRs can be monitored via CTI to get queued and dequeued events, as well as established events.
•RTP_STARTED_EVENT and RTP_STOPPED_EVENT are particular to IPCC to support recording vendors.
•AGENT_PRECALL_EVENT and AGENT_PRECALL_ABORT_EVENT are particular to IPCC. They provide call context data before the routed call arrives.
•A CALL_CONNECTION_CLEARED_EVENT may be received with a cause of CEC_REDIRECTED for the following cases:
–Agent calls a CTI Route Point and call is directed to another resource
–Agent calls an IVR and the IVR redirects the call
–Agent calls a number with a forwarding option turned on
•Only devices that have agents logged in can be monitored via CTI. The ICM Peripheral Monitor Table is not supported for the IPCC PG.
•When an invalid number is dialed, the call will fail and the phone will ring fast busy. The call appearance will remain active until the Cisco CallManager cleans up the call or the agent releases the failed call either via the hard phone or through the agent soft phone. The time out on the Cisco CallManager is about 30 seconds.
•Cisco CallManager Multi-line feature (an agent with more than one monitored ACD line) is not supported.
•Cisco CallManager Shared line feature (agents share the same extension) is not supported.
•Agent Desk Settings will control some agent behaviors. These settings can be edited in the Desk_settings.cfg file.WrapupInMode is the wrapup mode variable for incoming calls and WrapupOutMode is the wrapup mode variable for outgoing calls. The valid values for these parameters are:
–REQUIRED
For either incoming or outgoing calls, the agent has no option but to go to the Wrapup state when a call ends. All agent state buttons are disabled. While in the wrapup state, the Ready and NotReady buttons should be enabled.
Clicking either the Ready or NotReady buttons should dismiss the Wrapup dialog box and put the agent in the state which was clicked. However, if the wrapup timer has been enabled in the PG configuration and timeout occurs before an agent state is chosen, the agent state automatically changes as follows:
- If the timeout occured at the end of an incoming call, the agent state changes to Ready.
- If the timeout occured at the end of an outgoing call, the agent state changes to NotReady.
–REQUIRED_WITH_DATA
The same as REQUIRED, but the agent must input some data into the Wrapup dialog box before exiting the dialog box and going to a Ready or NotReady state.
–OPTIONAL
For either incoming or outgoing calls, the agent is able to enter any after call state—Wrapup, Ready or NotReady—by clicking the appropriate button.
–NOT_ALLOWED
For either incoming or outgoing calls, the agent is only able to enter the Ready or NotReady states. The wrapup button is disabled.
If one uses these parameters, remember:
•If the wrapup mode is REQUIRED_WITH_DATA, SetAgentState for returning to ready or not ready will fail with an error code of CF_WRAPUP_DATA_REQUIRED (280) if there is no wrap up data entered into a call.
•If Logout Reason or NotReady Reasons are required, an error of CF_REASON_CODE_REQUIRED (281) will be received if the reasons are not assigned in set agent state request. One must also create Logout Reason and NotReady Reason dialog boxes in the Reason Code if these properties are required.
For more information regarding reason code and wrapup modes, see the Cisco ICM Software IPCC Administrator Guide.
Ericsson ACP1000
•The Peripheral Gateway (PG) uses the Supervisor Interface to obtain the AgentExtension and agent skill group information for the freeseating-facility-inactive switch, and the AgentID and agent skill group information for the freeseating-facility-active switch. After the PG first starts up, it has to know all the AgentExtension, AgentID, and agent skill group information when it receives the first Agent State Event (Logged On, Logged Off, Not Ready, or Ready). Once the PG gets the complete agent configuration information, it will store it in the cache file for retrieval on the next startup.
•The PG also uses the Supervisor Interface periodically to interrogate the switch in order to examine agent configuration change. The period interval is controlled by the Windows NT Registry entry "MonitorGroupTimerQuery". It is estimated that, at a baud rate of 9600, the PG takes 23 seconds to interrogate a switch with 63 agents configured. If there is an agent skill group assignment change, the PG will know about it only when it next interrogates the switch.
Ericsson MD110
•Single-step/blind transfer or conference is not supported. Transfer and conference calls must be consultative.
Media Termination and IPCC
Third-party soft phones, which facilitate call control through IPCC, can use the media termination component. The media termination component interfaces directly with the Cisco CallManager and maintains no direct communications with the soft phone. It operates as a Cisco CallManager device, responding to call control requests initiated by the soft phone. Third-party soft phones:
•Need to simulate tones when performing outbound dialing
•Must handle fault tolerant conditions
Outbound Dialing Tones
The soft phone application can simulate tones heard when you initiate outbound dialing. For example, you expect to hear a dial tone prior to dialing. The soft phone may also echo digits when they are pressed on the soft phone keypad. The CTI Desktop installation will download wave files in the installation directory that you can use to simulate tones heard when dialing; for example, busy.wav, fastbusy.wav, and DialTone.wav.
The soft phone application need only play tones prior to sending the outbound call request to ICM software. Once the call request is sent to ICM software, the media termination component plays tones when appropriate (busy, ring back...).
Fault Tolerant Scenarios
The media termination component must be resilient to failures so phone conversations do not end prematurely. Further, you must always have the ability to hang up a call that is in progress.
Note When the PIM, JTAPI Gateway or CTI Server die or the Cisco CallManager connection is lost, the agent transitions to the LOGOUT state.
Assume a call is in progress and CTI dependency goes off line (CTI OS or GeoDCS, PIM, CTIServer, JTAPI Gateway, Cisco CallManager):
•If the call is still in progress when CTI capability is restored, the desktop soft phone must recover call state (BeginCallEvent) so call control can resume.
•If you want to release (hang up) the call before CTI capability is restored, the desktop soft phone must support the release button even though it is unable to service CTI requests. Release will be implemented by writing a 1 to a registry location called ForcedHangup. The media termination endpoint monitors this key and when the registry value is set, the media termination component will terminate the call and re-register with the Cisco CallManager.
Example: When the connection to Cisco CallManager fails.
The following describes what happens if a call was active when the Cisco CallManager connection fails.
When the Cisco CallManager fails, the JTAPI Gateway exits, the call ends and the Agent transitions to Not Ready followed by Logged Out. The media client remains running, permitting the conversation to proceed. The PIM and CTI Server remain active. The CTI Server tells the desktop that the device is out of service and the peripheral is off line. The desktop remains running in reduced mode where the only legal operation is Hang Up. When the Cisco CallManager restarts, the Agent can not successfully login until the media client re-registers.
When the user chooses to hang up the call, desktop application will write to the registry value ForcedHangup, triggering the media client component to end the call. When the media client auto starts, it re-registers with the Cisco CallManager. Since the desktop application will not be able to log in until the media client re-registers with the Cisco CallManager, do not permit the user to login until after the user initates the hangup. This means that hangup must be supported in the logout state when this failure scenario is encountered.
Volume
Volume can be manipulated using Microsoft's Volume Control application.
NEC NEAC 2400, 7400, and APEX 7600
For the Agent Logon configuration, the following limitations must be noted:
•Due to a limitation in the NEC Infolink third-party agent control, in order to log on an agent using the CTI interface, the agent's logon split cannot be ambiguous. The logon split is ambiguous only if all the following are true:
–The agent is configured for Single Split (Multi-split is "No")
–Multiple Allowed splits are configured
–The logon position is configured for "Any" split
In addition, due to the same NEC limitation, if the agent is configured for Multi-split, CTI will log the agent into all of the Allowed splits. It is not possible to select a subset of those splits for logon.
Nortel DMS-100, DMS-500, SL-100
These peripherals support two agent reporting models: PositionIDReporting and AgentIDReporting. A Windows NT Registry, ..\DMS100Data\Config\AgentIDReporting, can be changed to control the DMS-100 to use either the PositionIDReporting or the AgentIDReporting model. The default value of the Windows NT Registry is 0, which indicates DMS-100 uses the PositionIDReporting model. (This also applies to the DMS-500 and SL-100.)
For the PositionIDReporting model:
•AgentID, AgentExtension, and AgentInstrument are defined as the PositionID, except during agent login.
•In order to perform an agent login, the SET_AGENT_STATE_REQ message must contain the actual Agent ID value in the AgentID field. Other than during login, the AgentID can be defined as the PositionID (see the Meridian discussion below).
For the AgentIDReporting model:
•When these peripherals start or restart due to software failure, they will not report the agent state until agent CTI login request/response occurs or a dv-Agent-Logged-In-U event displays on the CompuCALL link. These peripherals report the real agent state before they start or restart.
Nortel Meridian
•AgentExtension and AgentInstrument are defined as the PositionID.
Meridian can operate in either of two basic modes:
•Agent ID Mode
•Position ID Mode
In Agent ID mode, the agent must enter an Agent ID to login. These Agent IDs are not actually configured anywhere (and they have no associated passwords). The administrator simply defines the minimum and maximum allowable ID values (for example, 1001-9999). As long as an agent specifies an ID that is not already in use by another agent, the login will be allowed.
In Position ID mode, there is no Agent ID. An agent simply presses the InCalls key and is immediately logged in. For the purposes of CTI, use the Position ID for the Agent ID.
The AgentPassword can be set to anything. The switch does not have the concept of an agent password.
The AgentSkillGroup is ignored by the switch on login. Meridian Link does not allow an agent to specify a queue at login. The agent is logged in to whatever queue (skill group) the physical telephone is configured to be a member of.
•Table 3-3 and Table 3-4 show the capabilities in the "Enhanced CTI" mode (described in the PIM setup for Meridian) of PG operation.
•Alternate call operations are not supported.
•NotReady is not supported; use WorkReady instead.
•On a consultation call request for Meridian, the request must specify the type of consultation, that is, whether it is conference or transfer.
•The Meridian Multiple Queue Assignment (MQA) feature enables a Meridian agent to log into multiple ACD DNs (skill groups) by explicitly keying in the DN numbers on the physical teleset. However, the Meridian Link protocol provided by Nortel does not currently allow you to specify, via CTI, the ACD DN(s) into which you are logging when you send a login message. The Meridian Link protocol only allows an agent to log into the default ACD DN for which the teleset is configured.
If an agent must log into multiple ACD DNs, or a single ACD DN that is different from the default ACD DN for the teleset, then the workaround is to have the agent log in at the physical teleset—and specify the ACD DN(s) through the teleset. After login, you can still receive calls for all of the groups and receive CTI notifications for the calls that will include the relevant skill group (ACD DN) information.
•Third-party call control and agent control requests issued through the CTI Server interface sometimes return a Peripheral error code in the failure indication message if the request fails. For the Nortel Meridian, this Peripheral error code is either a Status value or a Cause value. Generally, Status values are returned for call requests such as MakeCall and Cause values are returned for agent control requests such as SetAgentState.
The following tables summarize the Status and Cause values.
Table 3-7 Meridian Status Values
Status Value (hex/dec)
|
Description
|
Invalid Parameters
|
|
0A00 / 2560
|
Invalid calling TN
|
0A01 / 2561
|
Invalid calling DN; wrong DN specified
|
0A02 / 2562
|
Incomplete calling DN
|
0A03 / 2563
|
Invalid called DN
|
0A04 / 2564
|
Incomplete called DN
|
0A05 / 2565
|
Invalid called TN
|
0A06 / 2566
|
Invalid origination manner
|
0A07 / 2567
|
Invalid destination manner
|
0A08 / 2568
|
Invalid origination user type
|
0A09 / 2569
|
Invalid customer number
|
0A0A / 2570
|
System or data base error
|
Unsuccessful Call Origination
|
|
0B00 / 2816
|
Origination party busy
|
0B01 / 2817
|
Origination resource blocking
|
0B02 / 2818
|
Origination set is maintenance busy
|
0B03 / 2819
|
500/2500 set is onhook
|
0B04 / 2820
|
Origination DN busy
|
0B05 / 2821
|
Origination is ringing
|
0B06 / 2822
|
Unable to disconnect origination (that is, already disconnected)
|
0B07 / 2823
|
Origination access restriction blocking
|
0B08 / 2824
|
Origination call on permanent hold
|
0B0A / 2826
|
System or data base error
|
0B0B / 2827
|
Origination receiving end to end signaling
|
0B0C / 2828
|
The call is currently in an ACD queue
|
0B0E / 2830
|
Origination set invoked hold
|
0B14 / 2836
|
Transfer key not configured
|
0B15 / 2837
|
Transfer key not idle
|
0B16 / 2838
|
Set active in conference call
|
0B17 / 2839
|
Transfer or MPO/TSA class of service not configured
|
0B18 / 2840
|
Cannot put call on hold
|
0B1D / 2845
|
No active call exists on set
|
0B1E / 2846
|
No held call exists on set
|
Unsuccessful Call Termination
|
|
0C00 / 3072
|
Terminating party is busy
|
0C01 / 3073
|
Destination resource blocking
|
0C02 / 3074
|
Destination in invalid state
|
0C07 / 3079
|
Destination access restriction blocking
|
0D0A / 3338
|
System or database error
|
Network Interceptions
|
|
0C08 / 3080
|
Unassigned number
|
0C09 / 3081
|
No route to destination
|
0C0A / 3082
|
No user responding
|
0C0B / 3083
|
Number changed
|
0C0C / 3084
|
Destination out of service
|
0C0D / 3085
|
Invalid number format
|
0C0E / 3086
|
No circuit available
|
0C0F / 3087
|
Network out of order
|
0C10 / 3088
|
Temporary failure
|
0C11 / 3089
|
Equipment congestion
|
Network Interceptions with In-Band Information
|
|
0C19 / 3097
|
Terminating party is busy
|
0C1A / 3098
|
Unassigned number
|
0C1B / 3099
|
No route to destination
|
0C1C / 3100
|
No user responding
|
0C1D / 3101
|
Number changed
|
0C1E / 3102
|
Destination out of service
|
0C1F / 3103
|
Invalid number format
|
0C20 / 3104
|
No circuit available
|
0C21 / 3105
|
Network out of order
|
0C22 / 3106
|
Temporary failure
|
0C23 / 3107
|
Equipment congestion
|
0C24 / 3108
|
Interworking, unspecified
|
0CFE / 3326
|
Other cause
|
Unsuccessful Conference or Transfer Operation
|
|
0D00 / 3328
|
Cannot complete conference
|
0D01 / 3329
|
Cannot initiate transfer
|
0D02 / 3330
|
Cannot complete transfer
|
0D03 / 3331
|
Cannot retrieve original call
|
0D04 / 3332
|
Fast Transfer initiation failed
|
0D05 / 3333
|
Fast Transfer completion failed
|
0D0B / 3339
|
Hold Request failed
|
Table 3-8 Meridian Cause Values
Cause Value (hex/dec)
|
Description
|
1002 / 4098
|
Access restricted
|
1003 / 4099
|
Resource unavailable
|
1004 / 4100
|
Invalid customer number
|
1005 / 4101
|
Invalid origination address
|
1006 / 4102
|
Invalid destination address
|
1007 / 4103
|
Invalid manner
|
1008 / 4104
|
Unsuccessful retrieve original
|
1009 / 4105
|
Unsuccessful transfer
|
100A / 4106
|
Unsuccessful conference
|
100B / 4107
|
Unsuccessful answer request
|
100C / 4108
|
Unsuccessful release request
|
1070 / 4208
|
Refer to Connection Status IE
|
2004 / 8196
|
The target DN is invalid
|
2005 / 8197
|
The target DN is not AST
|
2006 / 8198
|
The Customer Number is invalid
|
2007 / 8199
|
The feature could not be invoked
|
2008 / 8200
|
The feature is not configured on the set
|
2009 / 8201
|
The requested feature is out of valid range
|
200A / 8202
|
The target set is not ACD agent
|
200B / 8203
|
The target set is a Virtual Agent
|
200C / 8204
|
The set is maintenance busy
|
200D / 8205
|
Set is in wrong state for invocation
|
200E / 8206
|
Set is in target state
|
200F / 8207
|
No NRDY/RDY while ACD set is logged out
|
2010 / 8208
|
Package C customer cannot use NRDY with IDN call
|
2011 / 8209
|
Feature IE is missing or invalid
|
2012 / 8210
|
DN IE is missing or invalid
|
2013 / 8211
|
Agent ID IE is missing or invalid
|
2014 / 8212
|
Agent ID is invalid
|
2015 / 8213
|
CFW DN IE is invalid
|
2016 / 8214
|
The Call Forward DN is too long
|
2017 / 8215
|
The Call Forward DN is invalid
|
2018 / 8216
|
User is invoking Call Forward
|
2019 / 8217
|
MSB/MSI not supported for 500/2500 sets
|
201A / 8218
|
500/2500 ACD agent already changed status
|
201B / 8219
|
500/2500 ACD agent set is being rung
|
201C / 8220
|
User is manually logging in 500 /2500 ACD set
|
201D / 8221
|
Meridian Link Server Option 209 is not equipped
|
Nortel Symposium
•The Peripheral Gateway (and thus CTI clients) will not receive a CallEstablished Event for an off-switch call. As a result of this limitation, some features—such as blind conference or transfer operation off-switch—are not supported. The soft phone has no way to know that the call has been connected off-switch, and thus the application requires manual intervention from the agent (who will either hear a dial-tone, a ring, or an answer, etc.) before completing the conference or transfer operation.
•The Transfer button is not enabled after an off-switch consult.
•Single-step/blind transfer or conference is not supported. Transfer and conference calls must be consultative.
•Consultative Transfer to a Supervisor is not supported.
•One is unable to transfer to an AgentID.
•One is unable to put a conference or consultative call on hold, therefore the button is disabled.
•There is a delay in switching from the NotReady state to the Ready state
•There is no equivalent to the Symposium state WalkAway. The ACD gives a NOT_READY state to ICM software, but the switch will reject a request to set WalkAway to Not_Ready.
•Third-party call control and agent control requests issued through the CTI Server interface sometimes return a Peripheral error code in the failure indication message if the request fails. For the Nortel Symposium, this Peripheral error code is either a Status value or a Cause value. Generally, Status values are returned for call requests such as MakeCall and Cause values are returned for agent control requests such as SetAgentState. The Nortel Symposium Status and Cause values are the same as the Nortel Meridian Status and Cause values (See Table 3-7 and Table 3-8).
Rockwell Galaxy
•No events available.
Rockwell Spectrum
•The dialed number is used for AgentID, AgentExtension, and AgentInstrument, except during agent login.
•In order to perform an agent login, the SET_AGENT_STATE_REQ message must contain the actual agent ID value in the AgentID field instead of the dialed number, and the logical workstation number must be provided in the PositionID field.
•Call Alerting (CallDelivered, LocalConnectionState = LCS_ALERTING) is not available.
•Conferenced calls appear as independent calls.
•Held and Retrieved events are only reported on client controlled calls unless you are using Spectrum Release 7.1a or greater.
•The AgentInstrument field in the ANSWER_CALL_REQ message is required.
•The logical workstation number of the agent answering a call, if known, is placed in the LastRedirectDeviceID field in the CALL_ESTABLISHED_EVENT.
Siemens Hicom 300 E
•The station extension is used for both AgentExtension and AgentInstrument.
•Conferenced call events currently appear as independent calls.
Siemens Rolm 9751
•No CTI Server support, though it does support screen pop.
IVR (event type interface)
•IVRs have no agents, so Client Events Service is not available.
IVR (polled type interface)
•No events available.
Agent States
This section presents the agent-state terminology and functionality used by CTI Server and how it corresponds to the terminology and functionality of various call center peripherals.
Note Rockwell Galaxy: Does not have CTI support.
Note Siemens Rolm 9751: Does not report on individual agent states. It does support screen pop.
Table 3-9 Agent State Functionality and Call Center Terminology
State
|
Peripheral-Specific Equivalent
|
Available
The agent is ready to accept a call.
|
Alcatel: Idle
Aspect CallCenter: Avail
Avaya DEFINITY ECS: AVAIL
Ericsson ACP1000: Idle
NEC NEAX 2400, 7400, and APEX 7600: Ready
Nortel DMS-100, DMS-500, SL-100: AGENT READY, CALL RELEASED (if Variable Wrap-up is not configured for this active SkillGroup)
Nortel Meridian: WAIT, DNIHOLD<ACD Ready>, DNOHOLD<ACD Ready> (these last two states occur only if ACAA is set for the ACD DN in LD 23)
Nortel Symposium: Idle
Rockwell Spectrum: Available
Siemens Hicom 300 E: Available
|
BusyOther
The agent is busy performing a task associated with another active Skill Group.
|
Alcatel: no equivalent (only one Skill Group)
Aspect CallCenter: MSG (if Aspect Event Link is not being used)
Avaya DEFINITY ECS: OTHER
Ericsson ACP1000: Other
NEC NEAX 2400, 7400, and APEX 7600: no equivalent
Nortel DMS-100, DMS-500, SL-100: no equivalent
Nortel Meridian: NOT AVAIL
Nortel Symposium: no equivalent
Rockwell Spectrum: Busy (on either an internal call or a call for an agent group other than the agent's primary group)
Siemens Hicom 300 E: no equivalent (login to multiple Skill Groups not allowed)
|
Hold
The agent currently has all calls on hold.
|
Alcatel: Busy
Aspect CallCenter: HOLD
Avaya DEFINITY ECS: no equivalent
Ericsson ACP1000: no equivalent
NEC NEAX 2400, 7400, and APEX 7600: Hold (Hold time overlaps other time; Hold time is incremented when ANY line is on hold, or during conference, so an agent can increment hold and talk time at the same time)
Nortel DMS-100, DMS-500, SL-100: no equivalent
Nortel Meridian: no equivalent
Nortel Symposium: On Hold, On Hold Walkaway
Rockwell Spectrum: no equivalent
Siemens Hicom 300 E: no equivalent
|
Login
The agent has logged into the ACD. It does not necessarily indicate that the agent is ready to accept calls.
|
Although viewed as a state by CTI Server, this is really more an event than a state, and is not treated as a state by the switches.
|
Logout
The agent has logged out of the ACD and cannot accept any additional calls.
|
Alcatel: Null/logged off
Aspect CallCenter: Signed Off
Avaya DEFINITY ECS: no equivalent
Ericsson ACP1000: Agent logged off, jack out
NEC NEAX 2400, 7400, and APEX 7600: Vacant/Logged Off
Nortel DMS-100, DMS-500, SL-100: LOGOUT
Nortel Meridian: SPARE
Nortel Symposium: Logout
Rockwell Spectrum: Signed Off
Siemens Hicom 300 E: Logged Off
|
NotReady
The agent is logged in but is unavailable for any call work.
|
Alcatel: Pause/Withdrawn/No agent group after login (pre-assigned state)
Aspect CallCenter: Idle
Avaya DEFINITY ECS: AUX
Ericsson ACP1000: Agent not ready
NEC NEAX 2400, 7400, and APEX 7600: Break
Nortel DMS-100, DMS-500, SL-100: AGENT NOT READY (if Walkaway is specified)
Nortel Meridian: WALKAWAY (however, this requires the agent to click Hold and physically unplug the headset - since a physical act is involved, a software request to set the agent state to NotReady will fail)
Nortel Symposium: Not Ready Walkaway (however, this requires the agent to click Hold and physically unplug the headset - since a physical act is involved, a software request to set the agent state to NotReady will fail), Emergency
Rockwell Spectrum: any state in which the Available console lamp is not lit
Siemens Hicom 300 E: Unavailable
|
Reserved
The agent is reserved for a call that will arrive at the ACD shortly.
|
Alcatel: no equivalent
Aspect CallCenter: RSVD
Avaya DEFINITY ECS: no equivalent
Ericsson ACP1000: no equivalent
NEC NEAX 2400, 7400, and APEX 7600: Alerting
Nortel DMS-100, DMS-500, SL-100: no equivalent
Nortel Meridian: RESERVED (for network ACD calls)
Nortel Symposium: Call Presented
Rockwell Spectrum: no equivalent
Siemens Hicom 300 E: Reserved
|
Talking
The agent is currently talking on a call (inbound, outbound, or inside).
|
Alcatel: Busy
Aspect CallCenter: Talking ACD1, Talking ACD2, Talking ACT1, Talking ACT2, Talking Out1, Talking Out2, Talking Inside, Supervisor Line, MSG, HELP (MSG and HELP correspond to Talking only if Aspect Event Link is being used)
Avaya DEFINITY ECS: AUX-IN, AUX-OUT, ACD-IN, ACD-OUT, ACW-IN, ACW-OUT, DACD
Ericsson ACP1000: Q_CONN, A_CONN, Q_OUTDIAL, A_OUTDIAL
NEC NEAX 2400, 7400, and APEX 7600: Talking-In, Talking-Out, Talking-Other (Talking-In = ACD Talking In, Talking-Out = ACD Talking Out, Talking-Other = PBX Talking In + PBX Talking Out)
Nortel DMS-100, DMS-500, SL-100: CALL ANSWERED, SET OFFHOOK-U
Nortel Meridian: ACD, ACDH, ACDHOLD, DNIN, DNOUT, DNIHOLD, DNIOUT, NRDY
Nortel Symposium: Active, Consultation
Rockwell Spectrum: Busy (other than cases listed under BusyOther)
Siemens Hicom 300 E: Ready
|
Unknown
The agent state is currently unknown.
|
Alcatel: no equivalent
Aspect CallCenter: no equivalent
Avaya DEFINITY ECS: UNKNOWN
Ericsson ACP1000: no equivalent
NEC NEAX 2400, 7400, and APEX 7600: no equivalent
Nortel DMS-100, DMS-500, SL-100: no equivalent
Nortel Meridian: no equivalent
Nortel Symposium: no equivalent
Rockwell Spectrum: no equivalent
Siemens Hicom 300 E: no equivalent
|
WorkNotReady
The agent is performing after call work, and is presumed will not be ready to receive a call when completed.
|
Alcatel: no equivalent
Aspect CallCenter: no equivalent
Avaya DEFINITY ECS: no equivalent
Ericsson ACP1000: no equivalent
NEC NEAX 2400, 7400, and APEX 7600: no equivalent
Nortel DMS-100, DMS-500, SL-100: no equivalent
Nortel Meridian: no equivalent
Nortel Symposium: no equivalent
Rockwell Spectrum: Call work (with Available console lamp not lit)
Siemens Hicom 300 E: no equivalent
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WorkReady
The agent is performing after call work, and is presumed will be ready to receive a call when completed.
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Alcatel: Working After Call/Wrapup (may be manually invoked)
Aspect CallCenter: Wrap-up
Avaya DEFINITY ECS: ACW, DACW
Ericsson ACP1000: Agent not ready
NEC NEAX 2400, 7400, and APEX 7600: Work
Nortel DMS-100, DMS-500, SL-100: AGENT NOT READY (if Walkaway is not specified), CALL RELEASED (if Variable Wrap-up is configured for this active SkillGroup)
Nortel Meridian: NOT READY
Nortel Symposium: Not Ready, Break, Busy
Rockwell Spectrum: Call work (with Available console lamp lit)
Siemens Hicom 300 E: Work Not Ready
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