States

As call objects (calls) move through the CIC system, the CIC hardware and software assign states to those calls. States have two purposes in CIC. First, they show CIC client users the condition of calls in a queue. A CIC client user can tell if a call is On Hold, Disconnected, or any other state just by looking at the icon associated with a call.

The second purpose of states is to define for the CIC system what operations can be performed on a call. For example, a call in an "On Hold" state cannot be placed in a "Dialing" state. Also, some tool steps only perform actions on call objects that are in a certain state. For example, the Record Audio step can only record a call if it is in a "Connected" state.

Valid call states include:

• Alerting (seen for inbound calls)
  A CIC client user is being notified (through ringing) that he or she has an incoming call.

• Connected (seen for both outbound and inbound calls)
  Both parties are connected and are able to speak with each other. If call analysis has not been enabled in the CIC client, Connected means the same as Proceeding.

• On Hold (seen for both outbound and inbound calls)The call is on hold.

• Voice Mail
  The call is leaving a voice mail message. While Voice Mail appears as a state to CIC client users, Voice Mail is not really a state. Calls that appear in a state of Voice Mail are actually in a state of Connected. See the Interaction Attributes Reference Guide for information on displaying custom strings to CIC client users.

• Offering (seen for inbound calls)
  The call has been placed in a queue, but the call is not ringing. CIC is determining if the called party is available to take the call.

• Parked
  The call has been placed on hold on the recipient's My Interactions queue.

• Proceeding (seen for outbound calls)
  The call is proceeding through the outside telephone network. Proceeding is used if an CIC client user has enabled call analysis.

• System
  The call is interacting with the xIC system (IVR, etc.).

• Disconnected Locally
  The call was disconnected by the local participant.

• Disconnected by Remote Party
  The call was disconnected by the remote participant.

Note: There are many different reasons for call disconnects. For a reference of ISDN Cause Codes related to disconnected calls, see the ITU-T Q.850 specification.

The state display string is maintained in the Eic_CallStateString attribute. It is used to construct the string displayed in CIC client in the column entitled State. This display string can be constructed as a localizable string, meaning that certain numeric values enclosed by % characters will be replaced with text strings on the client when the value is displayed. For example, this allows a Client running on a Spanish PC to display the Spanish text for "Disconnected" while a German client displaying the same call would show the German text for "Disconnected." The numeric values used by Queue Manager are shown below:

Localizable Display

String String

%13664% Connected

%13665% Held

%13666% Voice Mail

%13667% Parked

%13668% System

%13669% Disconnected (Local Disconnect)

%13670% Disconnected (Remote Disconnect)

%13671% Proceeding

%13672% Offering