Installation Guide

AgentState Value stored in
Agent_State_Trace Table on
ICM Enterprise Parent
IPCC Express Agent StateICM Enterprise
Agent State
(Agent speaking with customer or other
agent. State set automatically; does not
have corresponding button.)
ICM and IPCC Express: 5WorkWork Not Ready
Completing work for a previous call and
unavailable to receive routed calls.)
ICM: 6No mapping availableWork Ready
IPCC Express: Nothing passed
ICM: 7No mapping availableBusy Other
ICM: 8ReservedReserved
IPCC Express: 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, IPCC Express places agent
in the Not Ready state.
ICM: 9No mapping availableCall Initiated
IPCC Express: Nothing passed
ICM: 10No mapping availableCall Held
IPCC Express: Nothing passed
ICM: 11No mapping availableActive
IPCC Express: Nothing passed
ICM and IPCC Express: 12HoldPaused
ICM: 13No mapping availableInterrupted
IPCC Express: Nothing passed
ICM: 14No mapping availableNot Active
IPCC Express: Nothing passed
What is the Relationship Between IPCC Express and ICM Software Reporting Entities?
The following table shows the elements that are mapped between IPCC Express and ICM
software in an IPCC Gateway deployment:
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model