Agent Operation Type

0

The agent signs out of CCS.

-1

1-255: The error is caused by the client.

256: The agent is disconnected from the platform.

257: The agent is forcibly signed out by the inspector.

258: The agent signs out.

259: The agent signs out before signs in again.

260: The handshake between the agent control blocks time out between the media server and the CCS.

261: The CCS detects that the handshake with the UIS about the agent control block times out.

262: The handshake between the media server and the CCS is disconnected. As a result, the agent signs out.

263: The handshake between the UIS and the agent times out.

264: An agent with the same employee ID is forcibly signing in to a new client. As a result, the agent is forcibly signed out.

1

An agent signs in.

-1

-1

2

Idle.

-1

-1

3

Busy.

-1

1: Indicates that an agent indicates busy.

2: An agent does not answer a call in a long period, so the agent is forced to show busy.

3: An agent is forced to show busy by a QC inspector.

4: Indicates that an agent takes a rest.

5: The phone of an agent is unavailable.

7: An agent rejects a call.

200-250: error codes customized by the service side.

4

Talking.

-1

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.

The conversation status in these bills refers to only text conversations.

10

Three-party conversation.

Employee ID.

-1

13

Manual station to automatic station (an agent be in the Suspended state).

-1

-1

20

Listening/Insert/Whisper

Employee ID.

0

22

Play voice.

-1

-1

26

Be on holiday or take a rest.

Employee ID.

The rest cause code is specified when the client invokes CCC_REQUEST_REST_EX_Msg. The default cause code is 0.

27

Work status.

-1

0: after-call processing. The business side is set to automatically enter the on-work state.

0–255: manual adjustment. An agent manually enters the on-work state by invoking the interface.

The default value is 0, indicating the after-call processing state.

29

Forcibly sign out an agent.

Employee ID.

-1

30

Forcibly show an idle state for an agent.

Employee ID.

-1

31

Forcibly show a busy state for an agent.

Employee ID.

-1

32

Perform mute-on on a customer.

-1

-1

38

Hold a call by an agent.

Employee ID.

-1

40

Initiate an internal help request by an agent.

Employee ID.

0: Indicates no help between uncertain parties.

1: Indicates a two-party internal help.

2: Indicates a three-party internal help.

3: In speak transfer mode, the called party talks with the agent after answering the call; the called party is connected to the calling party when the agent releases the call.

4: In three-party conversation transfer mode, the three-party conversation is set up when the called party answers the call; the called party is connected to the calling party when the agent releases the call.

5: Indicates a three-party conversation.

6: Indicates that the call is to be connected.

41

Initiate an internal call by an agent.

Employee ID.

-1

43

Intercept a call.

Employee ID.

-1

44

Suspend voice playing.

-1

-1

45

Internal transfer.

Employee ID.

-1

46

Transfer-out.

-1

-1

47

Sign in to the media server.

-1

-1

52

Sign out of the media server.

-1

-1

53

Transfer a call that is queuing in a public queue.

-1

-1

54

Release transfer

-1

-1

55

Transfer to another device.

-1

-1

57

Hold the call when seeking internal help.

-1

-1

58

The agent enters the conference state.

Agent ID.

-1