Developer's Guide

5-103
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 Application Level Interfaces
Client Control Service
Agent Availability
Status
An agent is available to work on a task in this Media
Routing Domain if the agent meets all of these
conditions:
• The agent is routable for this Media Routing
Domain
• The agent is not in Not Ready state for skill groups
in other Media Routing Domain
• The agent is temp routable, meaning that the agent
is not in Reserved, Active, Work-Ready, or
Work-Not Ready state on a non-interruptible task in
another Media Routing Domain.
• The agent has not reached the maximum task limit
for this Media Routing Domain
An available agent is eligible to be assigned a task.
Who can assign a task to the agent is determined by
whether or not the agent is Routable.
An agent is ICMAvailable in MRD X if he is
available in X and Routable with respect to X. An
agent is ApplicationAvailable in MRD X if he is
available in X and not Routable with respect to X.
Otherwise an agent is NotAvailable in MRD X.
NOT AVAILABLE = 0,
ICM AVAILABLE = 1,
APPLICATION AVAILABLE=2
UINT 4
Floating Part
Field Name Value Data Type
Max
Size
AgentID (optional) The agent’s ACD login ID, if an agent is logged into
the specified device.
STRING 12
AgentExtension
(optional)
The agent’s ACD teleset extension, if an agent is
logged into the specified device.
STRING 16
AgentInstrument
(optional)
The agent’s ACD instrument number, if an agent is
logged into the specified device.
STRING 64
SkillGroup Number The number of an agent Skill Group queue that the
call has been added to, as known to the peripheral.
May contain the special value
NULL_SKILL_GROUP (Table 6-3) when not
applicable or not available. There may be more than
one SkillGroupNumber field in the message (see
NumSkillGroups).
UINT 4
Table 5-91 QUERY_AGENT_STATE_CONF Message Format (continued)