Contents

Status Message Configuration

Status Message

Type the message text to appear on the CIC clients' My Status list. For example, "On Vacation".

Localized Message

If the appropriately localized language is supported, the value of the localized status message is displayed.

Status Icon

Select a path, parameter, or type a full path and file name with an .ICO extension that contains an icon representing the status message. The directory that contains the default CIC status icon files is \\[IC server]\Resources where Server is the name of your CIC server computer. Status message icons should be 32 x 32 and 16 colors.

Status Group

Select a status group that most closely describes or categorizes the status message. The status data is grouped, by default, in one of the five initial status groups. If necessary, you can create a new status group by typing a name in the list box field. The Agent Activity Log (report log ID 80) logs all user status changes and provides data for user and supervisor reports based on these status changes.

To use a newly created status group in a report, you must:

Type a new Status Group name in the list box field for a status message. CIC starts logging data for this status with the new group name as soon as the change is saved.
Add references to the custom column in Agent Activity Log to any appropriate reports.

Status is Do Not Disturb

Select this check box if the status should indicate the user is unavailable or should not be interrupted. When a CIC client user selects a status with the Do Not Disturb attribute set, no calls are sent to that user's station until the status changes to a non-DND status. When CIC detects a DND (Do Not Disturb) status, callers are typically directed to the user's voicemail or given other options, according to the SystemIVR handler.

Clear the Status is Do Not Disturb check box if the status indicates the user is available to receive calls.

Note: If the user has selected a status in a CIC client with a Do Not Disturb attribute and has selected the Activate Out of Office Message check box, the caller will hear the user's Out of Office message. See Queue Announcements for more information.

Status has Date

Select this check box if the status message should indicate an ending date, typically used when the Status is Do Not Disturb attribute is set. When a CIC client user selects a status with a date attribute set (for example, Out of town), an "Ending date for current status" field appears beside the status message. If the user types an ending date, callers are told the person is unavailable until the specified date.

Clear the Status has Date check box if the status indicates the user is available to take calls.

Status has Time

Select this check box if the status message should indicate an ending time and the Status is Do Not Disturb attribute is selected. When an Interaction Client user selects a status with a time attribute set (for example, Out to lunch), an "Ending time for current status" field appears beside the status message. If the user types an ending time, callers are told the person is unavailable until the specified time.

Clear the Status has Time check box if the status indicates the user is available to take calls.

Status is Forward

Select this check box if the status message indicates the user is available at a different phone number. If a CIC client user sets a status with this attribute selected, CIC checks for a forwarding number and dials it to complete the incoming call. Users must provide a forwarding phone number for CIC to forward calls based on this status. Users can set forwarding numbers on the Incoming Calls tab of the Configuration page in Interaction Client, or remotely using Interaction Mail.

Status is Allow Follow Up

Select this check box if the status message indicates that an agent's status can change to "Follow Up" after an ACD call terminates. For example, in an ACD environment, the "Available" status message may have the Status allows ACD Calls attribute set. If the Status is Allow Follow Up attribute is also set, then the agent's status will automatically change to a "Follow Up" status after every ACD call terminates.

Note: If this check box is clear, terminating ACD calls does not automatically change the agent's status to Follow Up.

Status is User Selectable

Select this check box if the user can select the status message from the CIC client interface or the system tray icon.

If this check box is clear, the status is grayed out or not available for selection by users. It implies the status is set only by CIC using handlers.

Status allows ACD Calls

Select this check box if the status message indicates an agent is available to receive calls from both ACD queues and non-ACD queues. For information on how calls are placed to ACD queues, see Workgroup Configuration.

Status is Persistent

Select this check box if the status message can persist when the agent logs out of CIC (for example, exits a CIC client). For example, status messages like "On Vacation" should have this attribute.

Clear this check box if the status should not persist after a user logs out of CIC while the status is selected. If a user logs out of CIC with such a status, the user's status is automatically set to the last persistent status message used.

Note: In Interaction Administrator, you can change an agent's current status to another status only if the current status is persistent.

Status is ACW (After Call Work)

Select this check box if the status message indicates an agent is in a "Follow Up" mode after an ACD call. An agent's time is counted as logged in for ACD calls while the status with this attribute is selected. An ACW status is generally also a DND status, but that can be configured on this page.

Clear this check box if the status is not a follow-up status for ACD calls. You cannot configure a message as both ACW and Persistent. They are mutually exclusive. A warning dialog appears if you try.

Status and Personal prompts

The following table shows you when a caller would hear the user's personal prompts.

Personal Prompt	Is played when:
Name	A caller dials a user's extension, or dials by name, the caller hears the user's Name prompt.
No Answer	The caller hears the user's No Answer prompt when the user is Available but doesn't answer the phone.
Out of the Office	When the user has selected a status with a Do Not Disturb attribute and checked the Activate Out of Office Message box, the caller hears the Out of the Office message. Note If the Activate Out of the Office Message box is not selected, the CIC client directs the call to the user's voicemail or to other options.
Agent Greeting	A caller in an ACD queue assigned to the user hears the user's Agent Greeting prompt for up to 10 seconds before the user answers the call.