AACC to IEX Event Codes 1

[telebub]

IEX interprets the 512 code below as Agent Busy. Anyone know what the agent does to trigger that 512?

______dbEventMap____________________ dbAgtState_____________________
cmsType event name *state* code name
18 512 Agent Busy 2 160 Agent Busy

 

[montyzummer]

See below.



In AACC, a number of agent st
ates are valid for all media types. The following table can
serve as a reference for the known states and their values:
Determining the Skillset Type
Determining the Skillset Type
Skillset names are prefixed by their skillset
type. The following table defines the prefix
for the skillset name for each contact type (excerpted from Avaya’s AACC Data
Dictionary document):
State
Description
Value
Active
A contact is active 256
OnHold
A contact is held 128
NotReady
Agent is not ready 64
Break
Union break, amount of time configured for the agent
for the agent to finish off their work
32
Idle
Agent is available for another contact 16
Reserve
8
CallPresent
A contact is being offered an
d is ready for the agent to
accept it
4
Consultation
2
Emergency
1
Busy
512
Reserve1
1024
Reserve2
2048
Walkaway
268435456
NotReady_Walkaway
268435520
OnHold_Walkaway
268435584

APSS (SME)
ACSS (SME)
ACIS (UC)