Several tables include an AccessLevel field that indicates the rights a user or group has to access an object or class.

The Agent Real Time, Agent Skill Group Real Time, and Agent state trace tables ( see Agent_Real_Time, Agent_Skill_Group_Real_Time, and Agent_State_Trace) use the AgentState field, which indicates the agent's state.

Note	The meaning for this field varies depending on the table that uses it.

The Type field indicates the recurrence pattern of the schedule.

The Fault Tolerance field in the Application Gateway Table (see Application_Gateway) takes these values:

• 0 = none

• 1 = Duplicate Request

  Each router will manage a connection to a different host. Each time a scripts initiates a request, both routers will ask their corresponding host. Both routers will believe the response from whichever host responds first. This method is the most reliable, but has the added expense of requiring two hosts to interface to. Even if a host (or a connection) fails, all requests will be satisfied.

• 2 = Alternate Request

  Each router will manage a connection to a different host. The routers will take turns, sending half the requests to the host connected to side A, and the other half to the host connected to side B. If either host fails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requests may be lost. This is because by the time the router can figure out that a host is not going to respond, it is too late to ask the other host and still route the call within the deadline imposed by the network

• 3 = Hot Standby

  The hot standby method. Each router will manage a connection to a different host. All requests will be directed to the designated primary host. If the host (or connection) fails, all requests will be directed to the backup host. This option may also lose some requests on failures.

The Client Type field in the Peripheral (see Peripheral) and in the Routing_Client Table (see Routing_Client) takes these values:

• 1 = Avaya DEFINITY ECS (non-EAS)

• 2 = MCI

• 3 = Sprint

• 4 = Aspect

• 5 = Nortel Meridian

• 6= Rockwell Galaxy (without priority enhancements) (Not supported)

• 7=GTN

• 8 = Generic NIC

• 9= Avaya G2

• 10= Rockwell Galaxy (Not supported)

• 11= Rockwell Spectrum

• 12= Avaya DEFINITY ECS (EAS)

• 13= VRU

• 14= British Telecom NIC

• 15= VRU Polled

• 16= INCRP NIC

• 17= Nortel NIC

• 18= DMS 100 (Not Supported)

• 19= Siemens Hicom 300 E (9006) (Not supported)

• 20= France Telecom

• 21= Stentor NIC (Not Supported)

• 22= Ameritech

• 23= BT INAP NIC

• 24 = Siemens ROLM 9751 CBX (9005) (Not supported)

• 25= ICR Protocol NIC

• 26 = Alcatel 4400 (Not supported)

• 27= NEC NEAX 2x00

• 28= ACP 1000

• 29= Avaya Aura Contact Center (AACC)

• 30= Enterprise Agent

• 31= Call Routing Service Protocol (CRSP)

• 32= Ericsson MD110

• 33 = Wireless INAP NIC

• 34= Energis INAP NIC

• 35= AUCS INAP NIC

• 36= Concert NIC

• 37= Deutsche Telecom NIC

• 38= CAIN NIC

• 39= Telfort INAP NIC

• 40= BT V2 NIC

• 41= TIM INAP NIC

• 42= Generic PG

• 43= Reserved

• 44 = GKTMP NIC (Gatekeeper NIC)

• 45 = SS7IN NIC (SS7 Intelligent Network)

• 46 = NTL NIC

• 47 = Media Routing

• 48 = Non-Voice Agent PIM

• 49= UCC Express Gateway

• 50= UCC Enterprise Gateway

• 51 = System PG

• 52 = ARS PIM (Agent Routing Services)

  Note	ARS PIM is deprecated in release 10.0(1).

The Type field in the Customer Options Table (see Customer_Options) indicates a type of option that is enabled or disabled for a customer.

Both the Admin Script Schedule Map Table (see Admin_Script_Schedule_Map) and the Recurring Schedule Map Table use values to indicate the day of the week, day of the month, day position, and day type.

The ANIWildCardType field in the Dialed Number Map Table (see Dialed_Number_Map) indicates how the system software should interpret the value given in the ANIWildCard field.

Note	If the value is 4, then the ANIWildCard value is ignored and the RegionID value is used.

The CallResult field in the Dialer Detail (see Dialer_Detail) can be populated with the following values:

The CallStatusZone1 and CallStatusZone2 fields in the Dialer Detail (see Dialer_Detail) can be populated with the following values that show the current status of the customer record for the zone.

The values are:

• A = Active. Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialer for dialing

• B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regular callback (non personal callback) has been scheduled. The Callback time itself is stored in both the CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individual zones.

• C = Closed. Record has been closed for that particular zone, so the record will not be retried again for that zone.

• F= Fax Machine. Stored in CallStatusZoneX (1 or 2).

• L = Not Allocated. Invalid number used for a Personal Callback.

• J = Agent rejected (closed out the record).

• M = Max Calls. The maximum number of attempts has been reached. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in the campaign and will not be retried again. Both zones are set to "M" to indicate no further calling in either zone.

• P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialing has taken place. The record remains in the pending state for a particular zone until all of the numbers specified for that zone are dialed. A pending contact which has already dialed at least once from its sequence will have at least one CallBackDateTime column filled in with a retry time.

• R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry time itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number column CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a variety of reasons including receiving a busy or no answer result, etc.

• S = A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate that it has been moved to the personal callback list

• U = Unknown. Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its status was "A" when the Campaign Manager started. If the Campaign Manager shuts down when a record is at a dialer, it no longer knows its status when it restarts. Therefore, it will remain in "U" state until the record is returned to it.

• X = Agent not Available. For a personal callback, the agent is not available, and the reschedule mode is Abandon. (CallStatusZone1 only)

The DialingMode field in the Dialer Detail (see Dialer_Detail) can be populated with the following values that show the campaign mode for the call. This field is NULL for Do Not Call entries.

Values are:

• 1 = Predictive only

• 2 = Predictive blended

• 3 = Preview only

• 4 = Preview blended

• 5 = Progressive only

• 6 = Progressive blended

• 7. = Direct preview only

• 8. = Direct preview blended

The SystemType field in the Event (see Event) indicates the type of system within the system software that generated the event.

Note	If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0.

The LockType field in the ICR Locak Table (see ICR_Locks) indicates a kind of lock.

Note	If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0.

The LabelType field in the Label Table (see Label) indicates the type of the routing label.

Note	Not all label types are valid for all routing client types.

The LogicalControllerType field uses a subset of the values for Event.SystemType listed in the following table. The ClientType field indicates the type of peripheral or routing client associated with the controller:

The Type field in the Network Vru Table (see Network_Vru) indicates the type of interface the system software uses to communicate with the VRU.

The values for the Port Status field in the Dialer_Port_Real_Time Table (see Dialer_Port_Real_Time) are listed below:

• 290 = port allocated for future dial

• 300 = port released

• 310 = reservation call started

• 320 = agent reserved

• 330 = customer call started

• 340 = customer has been contacted

• 350 = call transferred to agent

• 360 = customer conversation complete

• 370 = agent completed with call

This section has values for three fields in the Route_Call_Detail Table (see Route_Call_Detail): RequestType, OriginatorType, and TargetType.

The RequestType field indicates the type of route request processed.

The OriginatorType field indicates where the route request came from.

The Route Call Detail Target Type is a numeric value representing the execution result of the routing script.

Following is a list of possible values this field (shown in terms of the value, type, and description):

• 0 = resultNone Call routing ended badly.

• 1= resultDefaultRouteCall routing ended using a default route.

• 2= resultRouteAgentCall routing ended with a route to an agent.

• 3= resultRouteService Call routing ended with a route to a service.

• 4= resultRouteGroup Call routing ended with a route to a skill group.

• 5= resultAnnouncementCall routing ended with an announcement.

• 6= resultBusy Call routing ended in a Busy node.

• 7= resultRing Call routing ended in a Ring node.

• 8= resultNone Call routing ended in a Label node.

• 9= resultNetworkDefault Call routing ended in a Termination node using a network default route

• 10 = resultRouteServiceArray Call routing ended with a route to a service array.

• 11= resultMultipleLabels Call routing ended badly.

• 12 = resultScheduledTarget - Call routing ended in a Scheduled Target node(busy link functionality).

• 13= resultDone Only applicable to an AdminScript that ends with no errors.

• 14= resultAborted Call disconnected.

• 15= = resultReleaseCall Call routing ended with a Release Call node.

• 16= resultQueuedTooLong Call routing exceeded the queue limit.

• 17= resultSendAgent Call routing ended with an Agent to Agent node.

• 18 = resultDynamicLabelCall routing ended with a dynamic label node.

• 19= resultDivertDynamicLabels Call routing ended with a divert-on-busy dynamic label.

• 20= resultQueuedDialogFailure The administrator asked to fail queued calls.

• 21= resultRouteAgentAndGroup Call routing ended with a route to an agent in a specified group.

• 22= resultSendPQ Call routing ended with a route to a Precision Queue.

Several tables related to security include an ObjectType field that indicates the type of object to which security is applied.

The ObjectType field in the User Variable Table (see User_Variable) takes one of these values:

• 0 = Unknown

• 1 = Service

• 2 = Skill Group

• 3 = Agent

• 4 = Translation Route

• 5 = Agent Administration Group

• 6 = Announcement

• 7 = Call Type

• 8 = Enterprise Service

• 9 = Enterprise Skill Group

• 10 = Region

• 11 = Dialed Number

• 12 = Logical Interface Controller

• 13 = Physical Interface Controller

• 14 = Peripheral

• 15 = Routing Client

• 16 = Trunk Group

• 17 = Route

• 18 = Peripheral Target

• 19 = Label

• 20 = Master Script

• 21 = Script Table

• 22 = Script Table Column

• 23 = Script

• 24 = Schedule

• 25 = ICR View

• 26 = View Column

• 27 = Network Trunk Group

• 28 = Service Array

• 29 = Application Gateway

• 30 = Device Target (deprecated)

• 31 = User Variable

• 32 = User Formula

• 33 = Network VRU Script

• 34 = Scheduled Target

• 35 = Network VRU

• 36 = Skill Group Member

• 37 = Expanded Call Variable

• 38 = Agent Team

• 39 = Campaign

• 40 = Dialer

• 41 = Import Rule

• 42 = Query Rule

• 43 = Campaign Query Rule

• 44 = Dialer Port Map

• 45 = Message Category

• 46 = Message Destination

• 47 = Response Template

The Status field in the Peripheral Real Time table (see Peripheral_Real_Time) can take these values:

The current failure state of the peripheral is indicated by the status code:

• 0 = normal operation. The JTAPI Subsystem must be in service and all other subsystems are in service.

• 1 - 31 = failures that do not affect functionality. The JTAPI Subsystem must be in service and some other subsystems are not in service.

• 32-63 = degraded operation (call routing still possible). The JTAPI Subsystem is in partial service and all other subsystems are in service.

• 64 = no call processing

  The JTAPI Subsystem is out of service and all other subsystems are in service.

• 65 - 127 = failures that prevent call routing

  The JTAPI Subsystem is out of service and some other subsystems are not in service.

  The JTAPI Subsystem reports "in service" if it can process calls and if all the configuration you specify can be initialized.

  It reports "out of service" if it is not configured, if the CTI Manager is down, or if all of its configuration could not be initialized.

  It reports "partial service" if some of its configuration could be initialize but not all of it.

  When we are in a range, the Unified IP IVR simply increases the status by one for each subsystem (except the JTAPI subsystem) it finds to not be in service.

  These values are dependant upon the peripheral connected to the PIM.

  All PIMs use the previously discussed status codes, with the exception of the Avaya and the Unified IP IVR PIMs.

  The Unified WIM PIM receives its Status values from the Init event and the Status event.

  The VRU PIM receives its status values from the Init Event, the Status Event, and Poll confirmation.

  • The Avaya PIM only uses four failure states:

    0 = normal operation.

    1 = failures that do not affect functionality.

    32 = degraded operation (call routing still possible).

    64 = failures that prevent call routing.

In addition to reason codes that you have defined, the Unified CCE system uses predefined Not Ready and Logout reason codes. The following tables describe these predefined Not Ready and Logout reason codes. For more information see the . Also refer to the Reason_Code table.

The Unified ICM/Unified CCE software can use any of three formulas to calculate the service level for a service.

The formulas differ in the way they treat calls that were abandoned before the service level threshold expired.

The value of the ServiceLevelType field indicates the type of service level calculation used.

Note that regardless of which calculation you choose, the system software always tracks separately the number of calls abandoned before the threshold expired.

In addition to tracking the service level as calculated by the system software, the historical and real-time tables also track the service level as calculated by the peripheral.

In the Peripheral (see Peripheral), the PeripheralServiceLevelType field indicates how the peripheral itself calculates the service level. Aspect CallCenter ACDs can calculate service level in several different ways.

Valid options for Aspect types are:

• 1 = Service Level 1

• 2= Service Level 2

• 3= Service Level 3

• 4= Service Level as Calculated by Call Center.

  If this field is 0 for a service, the system software assumes the default specified for the associated peripheral.

  If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

In the Service_Real_Time Table (see Service_Real_Time), the ServiceModeIndicator field indicates the current mode of the service.

For the Script Cross Reference table (see Script_Cross_Reference) the TargetType field indicates the type of object referenced by the script. That is, it indicates the table referenced by the Script_Cross_Reference.ForeignKey field.

For the Scheduled Report Input table (see Schedule_Report_Input), the Target Type is a unique identifier for the report input row.

The Script_Cross_Reference.LocalID field indicates the script object that references the target. The Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced.

The Termination Call Detail Table (see Termination_Call_Detail) has two fields that provide details on why the call was considered handled, abandoned, and so forth.

The Call Disposition field gives the final disposition of call (or how the call terminated).

• 1 = Abandoned in Network

  In Unified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device (for instance, an ACD, IVR, Desklink, etc.).

  In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after the PIM reservation timed-out. (The default timeout is 30 seconds.) An agent will be set to Not Ready if it misses two consecutive routed calls, Peripheral Call Type will normally be two, and the Call Type ID and Network Target ID will be filled in.

  In Outbound Option, this result code indicates customer phone not in service.

• 2 = Abandoned in Local Queue

  In Unified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answering resources (for instance, a skill group, voice port, trunk, etc.)

  In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRU LEG call type).

  Note	VRU Service Control Queue Reporting has to be enabled.

  In Outbound Option, this result code indicates an outbound call was abandoned either by the customer or dialer.

• 3 = Abandoned Ring

  In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller did not wait for the call to be answered but hung up while the call was ringing.

  In Unified CCE, indicates that the caller hung up while phone was ringing at the agent desktop.

• 4 = Abandoned Delay

  In Unified ICM, indicates the call was abandoned without having been answered but not while ringing or in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Because of the delay, the caller ended up dropping the call before it could be answered.

  In Unified CCE, indicates that the destination was not connected when the call terminated. This might mean that:

  • The agent logged out

  • The agent picked up the phone and then hung up without dialing digits.

  • Route requests were logged on the Cisco Communication Manager PG that were not immediately redirected to an agent.

• 5 = Abandoned Interflow

  In Unified ICM, indicates an interflow call that dropped before the call could be handled by an answering resource. Interflow calls are calls between ACDs. Abandoned Interflow is supported only by PIMs that track interflow calls. Currently, this includes only the Aspect CallCenter PIM.

  Does not apply to Unified CCE.

• 6 = Abandoned Agent Terminal

  In Unified ICM, indicates the call was dropped while being held at an agent device. For example, the caller is connected to an agent; the agent puts the caller on hold; the caller gets tired of waiting and hangs up.

  In Unified CCE, indicates that the caller hung up while on hold on the Unified CM PG, which generally indicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked, this normally indicates caller abandoned..

• 7 = Short

  In Unified ICM, indicates the call was abandoned before reaching the abandoned call wait time. Short calls are technically abandoned calls, but they are not counted in the Unified ICM CallsAbandoned counts for the associated service/route. Short calls are, however, counted as offered calls in the CallsOffered and ShortCall counts.

  Note	When the short call abandon timer is configured, single step transfers (local transfers), being blind transfers by definition, have a Call Disposition of 7 (short call abandon) and a Peripheral Call Type of 4 (transfer)

  Also applies to Unified CCE. In addition, route requests would be counted as short calls if so configured.

• 8 = Busy

  Not used in Unified ICM.

  Does not apply to Unified CCE.

  In Outbound Option, this result code indicates an outbound call resulted in a busy signal.

• 9 = Forced Busy

  The call was made busy by the ACD because there were no answering resources available to handle the call. Currently, only the Avaya Aura PIM supports Forced Busy.

  Does not apply to Unified CCE.

• 10 = Disconnect/drop no answer

  Only the Meridian PIMs support the disconnect/drop no answer call disposition. For the Meridian ACD, disconnect/drop no answer indicates that the ACD performed a "forced disconnect" .Disconnect/drop no answer calls are counted as either abandoned or short calls in the system software's service and route tables.

  In Unified CCE, indicates that an agent-initiated call was not answered. (If agent picked up the phone but did not dial any digits, the CallDisposition would be 4, Abandoned Delay.)

• 11 = Disconnect/drop busy

  Does not apply to Unified CCE.

• 12 = Disconnect/drop reorder

  Does not apply to Unified CCE.

• 13 = Disconnect/drop handled primary route

  In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred. These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables.

  In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG and handled without a transfer or conference. This call disposition is also used for non-routed calls handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was handled by the VRU.

  Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields indicate that the caller abandoned the call when the call was at the VRU.

• 14 = Disconnect/drop handled other In Unified ICM and Unified CCE, indicates the call was handled by a non-agent or unmonitored device (for example, a voice mail system). These calls are counted as handled calls in Unified ICM schema's service, route, and skill group tables.

• 15 = Redirected / Rejected

  In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive events for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example, the call might have been redirected to a non-Unified ICM monitored device and then returned to the switch with a different call ID. The Unified ICM generates the Termination Call Detail record with only the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in the Unified ICM service and route tables.

  In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead of 4 (Abandon Delay) when:

  • A call leaves a CTI route point to be sent to an IVR.

  • An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an IVR.

• 16 = Cut Through

  Not currently used.

• 17 = Intraflow

  Not currently used.

• 18 = Interflow

  Not currently used.

• 19 = Ring No Answer

  Not currently used in Unified ICM.

  In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time (set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back because of no answer as a result of CVP's RNA timeout expiring.

  In Outbound Option, this result code indicates an outbound call was not answered in the alloted time.

• 20 = Intercept reorder

  Does not apply to Unified CCE.

  In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD on the network.

• 21 = Intercept denial

  Does not apply to Unified CCE.

  In Outbound Option, this result code indicates the customer call was intercepted by the operator.

• 22 = Time Out

  Supported only by the Avaya ACD Manager PIM. Time out indicates that for an unknown reason the PIM is no longer receiving events for the call. The Time Out call disposition provides a way to "clean up" the call since events for the call can no longer be monitored. Time out calls are counted as TerminatedOther in the Unified ICM service and route tables.

  Does not apply to Unified CCE.

  In Outbound Option, this result code indicates the Dialer is unable to detect a dial tone.

• 23 = Voice Energy

  Not currently used in Unified ICM.

  In Unified CCE, this indicates the outbound call was picked up by a person or an answering machine.

  In Outbound Option, this result code indicates the outbound call was picked up by a person.

• 24 = Non-classified Energy Detected

  Not currently used in Unified ICM.

  In Outbound Option, this result code indicates the outbound call reached a FAX machine.

• 25 = No Cut Through

  Not currently used.

• 26 = U-Abort

  In the Unified ICM, this indicates the call ended abnormally.

  In Unified CCE, the Unified CM indicated the call ended due to one of the following reasons: network congestion, network not obtainable, or resource not available. Such reasons may be due to errors in media set up.

  In Outbound Option, this result code indicates the outbound call was stopped before the customer picked up.

• 27 = Failed Software

  In Unified ICM, either the PIM detected an error condition or an event did not occur for a call for an extended period of time. For example, an inbound call with Call ID 1 and associated with Trunk 1 might be marked failed if the PIM received a different call ID associated with Trunk 1. This would indicate a missing Disconnect event for Call ID 1.

  If no events are being tracked for the call, the call is eventually timed out. The failed call is marked as a Forced Closed call in the Unified ICM Service and Route tables.

  In Unified CCE, generally indicates that Unified CM PG terminated the call because it had exceeded the time allowed for this state. (The default is 1 hour in the NULL state when agent has been removed, and 8 hours in the connected state. The value is configurable.)

• 28 = Blind Transfer

  In the Unified ICM, a transfer scenario involves a primary call and a secondary call. If the secondary call is transferred to a queue or another non-connected device, then the primary call (the one being transferred) is set to Blind Transfer.

  In Unified CCE (Unified CM PG), this indicates that the call was transferred before the destination answered. For Unified ICM (VRU PG), this indicates that the IVR indicated the call was successfully redirected.

• 29 = Announced Transfer

  In Unified ICM andUnified CCE, a transfer scenario involves a primary call and a secondary call. If the secondary call is connected to another answering device, or is put on hold at the device, then the primary call (the call being transferred) is marked as Announced Transfer.

• 30 = Conferenced

  In Unified ICM and Unified CCE, the call was terminated (dropped out of the conference). Conference time is tracked in the system software's Skill Group tables for the skill group that initiated the conference.

• 31 = Duplicate Transfer

  Does not apply to Unified CCE.

• 32 = Unmonitored Device

  Not currently used.

• 33 = Answering Machine

  In Unified ICM, this indicates the call was answered by an answering machine. Does not apply to Unified CCE.

  In Outbound Option, indicates the call was picked up by an answering machine.

• 34 = Network Blind Transfer

  In Unified ICM, indicates the call was transferred by the network to a different peripheral. Does not apply to Unified CCE unless there is an ISN installation.

• 35 = Task Abandoned in Router

  The NewTask dialogue associated with the task was terminated before the Router could send a DoThisWithTask message to the application instance that issued the NewTask.

• 36 = Task Abandoned Before Offered

  A task is abandoned before offered if the Start Task Timeout period for the task's "pre-call" message expired before the Agent PG received a Start or Offer Task message for the task.

• 37 = Task Abandoned While Offered

  This disposition is only defined for multi-session chat tasks. A task is given this disposition if an agent who is working on one chat session is assigned another chat session, and the customer involved in the new chat session hangs up before the agent begins chatting with him.

• 38 = Normal End Task

  The task was handled by an agent.

  Only applies to non-voice tasks.

• 39 = Can't Obtain Task ID

  When an application sends the system software an Offer Application Task or Start Application Task request, it waits for the Unified ICM to send a response containing that Task ID that Unified ICM has assigned to the task. If OPC is unable to obtain a task ID from the Router (because the Router is down, or the network connection between OPC and the Router is down), OPC will terminate the task with disposition 39 "Can't Obtain Task ID".

• 40 = Agent Logged Out During Task

  The agent logged out of an MRD without terminating the task.

  Not currently used.

• 41 = Maximum Task Lifetime Exceeded

  The system software did not receive an End Task message for this task within the maximum task lifetime of the MRD with which the task is associated.

• 42 = Application Path Went Down

  The Task Life timed out while the system software was attempting to communicate with the application instance associated with the task. (This might have occurred either because the application instance was down, or the network connection between Unified ICM and the application instance was down.)

• 43 = Unified ICM Routing Complete

  Not currently used.

• 44 = Unified ICM Routing Disabled

  Not currently used.

• 45 = Application Invalid MRD ID

  Not currently used.

• 46 = Application Invalid Dialog ID

  Not currently used.

• 47 = Application Duplicate Dialogue ID

  Not currently used.

• 48 = Application Invalid Invoke ID

  Not currently used.

• 49 = Application Invalid Script Selector

  Not currently used.

• 50 = Application Terminate Dialogue

  Not currently used.

• 51 = Task Ended During Application Init

  The application instance notified the system software that a task that existed prior to the loss of connection was not initialized by the application once connection was restored.

• 52 = Called Party Disconnected.

  CD 52 expected when called party disconnects, with CVP being the routing client.

• 53 = Partial call

  This code simplifies the process of distinguishing interim from final TCD records at reporting or extract time.

  Records that contain this CallDisposition code are considered interim records.

  OPC will be changed to set a new "PartialCall" EventCause when it receives a GEO_NewTransaction_Ind message from any PIM, and OPC's EventCauseToDisposition() needs to translate that EventCause to the new "PartialCall" CallDisposition.

• 54 = Drop Network Consult

  A Network Consult was established, and the agent then reconnected.

  Note	The consult leg would have this disposition for a successful single step transfer.

• 55 = Network Consult Transfer

  The Network Consult was established, and then the transfer was completed.

• 57 = Abandon Network Consult

  The Network Consult was never established (ringing, but not answered), and the agent gives up and reconnects.

  Note	This disposition will also be reported on a consult leg for a successful network consult transfer.

• 58 = Router Requery Before Answer

  Router Received a Requery Event from CVP before the Agent PG indicated the call was answered by an agent.

• 59 = Router Requery After Answer

  Router Received a Requery Event from CVP after the Agent PG indicated the call was answered by an agent.

• 60 = Network Error

  Router received a Network Error for a call targeting an agent before the call arrived to the agent.

• 61 = Network Error Before Answer

  Router Received a Network Error Event from CVP before the Agent PG indicated the call was answered by an agent.

• 62 = Network Error After Answer

  Router Received a Network Error Event from CVP after the Agent PG indicated the call was answered by an agent.

The CallDispositionFlag field provides detail on the call disposition.

Flags are:

• DBCDF_HANDLED = 1

• DBCDF_ABANDONED = 2

• DBCDF_SHORT = 3

• DBCDF_ERROR = 4

• DBCDF_REDIRECTED = 5

• DBCDF_REQUERY = 6

• DBCDF_INCOMPLETE = 7

The PeripheralCallType field in the Termination Call Detail Table (see Termination_Call_Detail) offers information about the type of the call as reported by the peripheral.

Valid settings for this field are:

• 1 = ACD In

  In Unified ICM (VRU PG), all calls are of this type.

  In Unified CCE (Unified CM PG), generally indicates that this is a post-route request.

• 2 = Pre-Route ACD In

  In Unified CCE, indicates call was routed to this destination so the Unified CM PG has routing information to associate with the call (router call key, call context).

• 3 = Pre-Route Direct Agent

  Does not apply to Unified CCE.

• 4 = Transfer In

  In Unified CCE, indicates the call was transferred from another agent or device. The name value is misleading because it is used for calls transferred in or out.

• 5 = Overflow In

  Does not apply to Unified CCE.

• 6 = Other In

  In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies to a call coming from an agent from the same peripheral.

• 7 = Auto Out

  In Outbound option, indicates a Predictive /Progressive customer call.

• 8 = Agent Out

  Does not apply to Unified CCE.

• 9 = Out

  In Unified CCE, indicates call was placed outside the Unified CM cluster or that a network reached event was received.

• 10 = Agent Inside

• 11 = Offered

  Does not apply to Unified CCE.

• 12 = Consult

• 13 = Consult Offered

• 14 = Consult Conference

  Does not apply to Unified CCE.

• 15 = Conference , Supervisor Barge In

  Note	Supervisor Barge In is specified as returning a PeripheralCallType of 23, but currently returns 15, Conference, in the Termination Call Detail Table.

• 16 = Unmonitored

  Does not apply to Unified CCE.

• 17 = Preview

  In Outbound Option indicates a Preview/Callback customer call.

• 18 = Reserved

  In Outbound Option indicates a Reservation call.

• 19 = Supervisor Assist

• 20 = Emergency Call

• 21 = Supervisor Monitor

• 22 = Supervisor Whisper

  Does not apply to Unified CCE.

• Supervisor Barge In

  Note	Supervisor Barge In is specified as returning a PeripheralCallType of 23, but currently returns 15, Conference, in the Termination Call Detail Table.

• 24 = Supervisor Intercept

• 25 = Route by Unified ICM

  Does not apply to Unified CCE.

• 26 = Task Started by Application Instance

  Call type for nonvoice tasks started by an agent or application.

• 27 = Reservation Preview

  Call type for Outbound Option Reservation calls for Preview mode.

• 28 = Reservation Preview Direct

  Call type for Outbound Option Reservation calls for Direct Preview mode.

• 29 = Reservation Predictive

  Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode.

• 30 = Reservation Callback

  Call type for Outbound Option Reservation calls for Callback calls.

• 31 = Reservation Personal Callback

  Call type for Outbound Option Reservation calls for Personal Callback calls.

• 32 = Customer Preview

  Call type for Outbound Option Customer calls for Preview mode.

• 33 = Customer Preview Direct

  Call type for Outbound Option Customer calls for Direct Preview mode.

• 34 = Customer Predictive

  Call type for Outbound Option Customer calls for Predictive mode and Progressive mode for agent-based campaigns.

• 35 = Customer Callback

  Call type for Outbound Option Customer calls for callback calls.

• 36 = Customer Personal Callback

  Call type for Outbound Option Customer calls for personal callback calls.

• 37 = Customer IVR

  Call type for Outbound Option Customer calls for Transfer to IVR campaigns.

• 38 = Non-ACD Call

  Call type for Multi-Line Agent. Agent placed or received a call on a secondary extension. In an agent to agent call that includes both an ACD line and a non-ACD line, the ACD line attributes take precedence.

• 39 = Play Agent Greeting

  Route request to play an Agent Greeting.

• 40 = Record Agent Greeting

  Agent call for recording an Agent Greeting.

• 42 = Switch Leg

  Switch Leg for VRU Peripheral call.

• 43 = VRU Leg

  VRU Leg for VRU Peripheral call.

The Type field in the Trunk Table (see Trunk) allows these values to indicate the type of trunk:

• 1 = Local C.O.

• 2 = Foreign Exchange

• 3 = WATS

• 4 = DID/DNIS

• 5 = PRI

• 6 = Tie Line

• 7 = Interflow