NOTE: - In the following, - filled in the operation object and reason columns indicates that the corresponding operation does not write the agent operation bill.
- US_NO_USE=0xFFFF; 65535
|
0 | The agent logs out of the CCS. | US_NO_USE | - 1-255: Causes are transmitted by clients.
- 256: An agent console is disconnected from the call center platform.
- 257: An agent is forced by a QC inspector to log out of the call center platform.
- 258: An agent proactively logs out of the call center platform.
- 259: An agent logs out of the call center platform before re-login.
- 260: The handshake for agent control blocks between the media server and CCS times out.
- 261: The CCS detects the time-out of the handshake for agent control blocks between the CCS and UIS.
- 262: An agent logs out of the call center platform because the media server is disconnected from the CCS.
- 263: The handshake between the UIS and agent console times out.
- 264: The agent ID is being used to forcibly log in on another client. As a result, the current agent is forced to log out.
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1 | The agent logs in to the CCS. | US_NO_USE | US_NO_USE |
2 | The agent indicates idle. | - | - |
3 | The agent indicates busy. | US_NO_USE | - 1: The agent indicates busy.
- 2: The agent indicates busy forcibly for not answering the call when the phone rings for a long time.
- 3: The agent being inspected is forced to indicate busy.
- 4: The agent has a rest.
- 5: The agent phone is unavailable.
- 7: The agent rejects the call.
- 200–250: reason codes defined by the service side
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4 | Conversation status. | US_NO_USE | - 1: The agent does not really exit the conversation status. Bills are generated every five minutes starting from 00:00 to 23:55.
- 0: The agent fully exits the conversation status.
NOTE: The conversation status in these bills refers to only text conversations. |
5 | Waiting for answer from an agent after distributing a call to the agent. | - | - |
6 | The agent waits for the connection success message after answering a call or making an outgoing call successfully. | - | - |
7 | The agent releases a call. | - | - |
8 | The agent requests disconnecting. | - | - |
9 | The agent waits for the called to ring when making an outgoing call. | - | - |
10 | Three-party conversation. | Work ID | US_NO_USE |
11 | Agent channel fails or the agent is down. | - | - |
12 | Agent channel or agent is restored. | - | - |
13 | The call transfers from the manual flow to the automatic flow. The agent is suspended. | US_NO_USE | US_NO_USE |
14 | The agent is listened in to or intruded. | - | - |
15 | The agent is not listened in to or intruded. | - | - |
16 | The agent is recorded. | - | - |
17 | The agent is not recorded. | - | - |
18 | The agent is monitored. | - | - |
19 | The agent is not monitored. | - | - |
20 | The agent is listening in or intruding or whispering. | Work ID | - 0: listening in to another agent
- 2: listening in to a trunk
|
US_NO_USE |
21 | The agent is not listening in or intruding or whispering. | - | - |
22 | Voice playing. | US_NO_USE | US_NO_USE |
23 | Stopping the voice playing. | - | - |
24 | Monitoring. | - | - |
25 | Stopping monitoring. | - | - |
26 | The agent rests. | Work ID | The reason for agent rest is specified when the client invokes CCC_REQUEST_REST_EX_Msg (The default value is 0.) |
27 | Work status. | US_NO_USE | The default value is 0. |
28 | Listening in to and intruding a call. | - | - |
29 | Forcible logout. | Work ID | US_NO_USE |
30 | Forcible idle. | Work ID | US_NO_USE |
31 | Forcible busy. | Work ID | US_NO_USE |
32 | The agent is mute to the user. | US_NO_USE | US_NO_USE |
33 | The agent cancels the mute status to the user. | - | - |
34 | The agent enters the study status. | US_NO_USE | US_NO_USE |
35 | The agent enters the work status. | - | - |
36 | The agent enters the adjusting status. | - | - |
37 | The agent ends the work status. | - | - |
38 | The agent holds the call. | Work ID of a QC inspector | 1: The call is held by a QC inspector. |
US_NO_USE |
39 | The agent picks the held call. | - | - |
40 | The agent requests an internal help. | Work ID | - 0: Help between uncertain parties
- 1: Requesting help between two parties
- 2: Requesting help between three parties
- 3: The call is transferred. The called party talks to the agent first after answering the call. The agent connects the caller and the called while hooking on.
- 4: The call is transferred among three parties. The called party talks to the agent first after answering the call. The agent connects the caller and the called while hooking on.
- 5: Three-party conversation
- 6: Connecting the call
|
41 | The agent makes an internal call. | Work ID | US_NO_USE |
42 | The agent connects a held call. | - | - |
43 | The agent intercepts a call. | Work ID | US_NO_USE |
44 | The agent halts the voice playing. | US_NO_USE | US_NO_USE |
45 | The agent transfers the call internally. | Work ID | US_NO_USE |
46 | The agent transfers a call out. | US_NO_USE | US_NO_USE |
47 | The agent logs in to the media server. | US_NO_USE | US_NO_USE |
50 | Video image screening. | US_NO_USE | US_NO_USE |
51 | Video and audio screening. | US_NO_USE | US_NO_USE |
52 | The agent logs out of the media server. | US_NO_USE | US_NO_USE |
53 | The agent transfers the call which is queuing in the common queue. | US_NO_USE | US_NO_USE |
54 | Release transfer. | US_NO_USE | US_NO_USE |
55 | The call is transferred to another device. | US_NO_USE | US_NO_USE |
56 | Configure agent status. | US_NO_USE | Agent status code defined by the service side. |
57 | Switch the call held during internal-help request processing. | US_NO_USE | Internal-help request switching. |
58 | The agent is in the conference state. | Work ID | - |
59 | Multimedia collaboration. | Work ID | - 0: Initiating a multimedia conference
- 1: Joining a multimedia conference
|
60 | Conversation status. | US_NO_USE | - 1: The agent does not really exit the conversation status. Bills are generated every five minutes starting from 00:00 to 23:55.
- 0: The agent fully exits the conversation status.
NOTE: The conversation status covers all call types. Whether to record the conversation status bills is controlled by the license. |
