Agent Operation Types

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

• 0: Adjusting after the call

  The service system sets that the agent automatically enters the Working state.

• 0-255: Adjusting

  The agent invokes an interface to enter the Working state.

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.