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.
|
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
|
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.
|