Installation Guide

Unified CCX does not have as many agent state options available as Unified ICME. In addition,
some similarly named agent states do not have the same definition on both the child and parent
systems.
The following table describes agent states available in Unified ICME and Unified CCX.
Table 20: Agent States
AgentState Value stored in
Agent_State_Trace Table on
Unified ICME Parent
Unified CCX Agent StateUnified ICME
Agent State
Unified ICME and Unified CCX: 0LogoutLogged Off
(Not displayed anywhere.)
Unified ICME and Unified CCX: 1LoginLogged On
(Not displayed anywhere.)
Unified ICME and Unified CCX: 2Not ReadyNot Ready
(Not available to receive routed calls.)
Unified ICME and Unified CCX: 3ReadyReady
Unified ICME and Unified CCXs:
4
Talk
(Agent speaking with customer or other
agent. State set automatically; does not
have corresponding button.)
Talking
Unified ICME and Unified CCX: 5WorkWork Not Ready
Completing work for a previous call
and unavailable to receive routed calls.)
Unified ICME: 6No mapping availableWork Ready
Unified CCX: Nothing passed
Unified ICME: 7No mapping availableBusy Other
Unified ICME: 8ReservedReserved
Unified CCX: Nothing passedAgent assigned to receive a specific
call. (State set automatically; does not
have corresponding button.) State
changes to the Talking when agent
answers the call.
If agent fails to answer the call within
a time limit specified by the system
administrator, Unified CCX places
agent in the Not Ready state.
Unified ICME: 9No mapping availableCall Initiated
Unified CCX: Nothing passed
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model