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Interaction States

The current condition of an interaction in a queue is called its interaction state. Interaction State is based on the Eic_State attribute. The table below describes each state an interaction may be in during the life of the interaction. Your CIC administrator or application developer can modify or customize these state strings if desired. States are listed in alphabetical order.

Interaction State	Description
ACD – Alerting: [Agent's Name]	Seen for inbound calls. CIC places the call into a queue, and sends it to an available agent.
ACD – Assigned: [Agent's Name]	Seen for inbound calls. CIC placed a call into a queue, sent it to an available agent, and the agent picked up the call.
ACD – Wait Agent	Seen for inbound calls. CIC placed a call into a queue, but all agents were busy and CIC was unable to alert an agent.
ACD – Wait Agent -> Last Attempted: [Agent's Name]	Seen for inbound calls. CIC placed a call into a queue, sent it to an available agent, but the agent did not pick up the call and CIC placed it back into the queue.
Alerting	Seen for inbound interactions. A CIC client user is notified that he or she has an incoming interaction.
Connected	Seen for both outbound calls and inbound interactions. The interaction is connected to a user or a station. If call analysis is not enabled, Connected means the same as Proceeding.
Dialing	Seen for outbound calls. CIC dials the outbound proceeding interaction.
Disconnected	Seen for both outbound calls and inbound interactions. The interaction is no longer active.
Disconnected (Local Disconnect)	Seen for both outbound and inbound interactions. The interaction was disconnected locally and is no longer active.
Disconnected (Remote Disconnect)	Seen for both outbound and inbound interactions. The interaction was disconnected by the remote party and is no longer active.
Generic Object Waiting	Seen for inbound interactions. CIC sends a generic object to a user queue, but the user is unavailable or not logged in.
Held	Seen for both outbound and inbound interactions. The interaction is on hold.
Manual Dialing	Seen for outbound calls. A telephone handset has been picked up and a dial tone is being generated. Calling from the handset will act the same as calling from a CIC client when call analysis has not been enabled in the CIC clients. Calling from the handset when call analysis has been enabled, will show outgoing calls as Connected and will continue to ring until the call is answered.
Multi-Site	Seen on the Lines page for inbound calls. The call is in a multi-site state.
Offering	Seen for inbound interactions. CIC places the interaction in a queue, but the interaction is not alerting. CIC determines if the called party is available to take the interaction.
One Number Follow-Me	CIC sends an interaction to a user whose status is set to Follow Me, and CIC is routing the interaction based on the user's Follow Me settings.
Operator Escape	The user presses zero to reach an operator from any queue.
Parked	The interaction is waiting on a User, Workgroup, or Station queue.
Pending Disconnect	If the system administrator or application developer modifies or customizes a Disconnected state strings, this state will appear before the Disconnected state. For example, an administrator or developer may modify a handler to direct CIC to send a caller to an IVR survey before disconnecting.
Proceeding	Seen for outbound calls. The interaction proceeds through the outside telephone network and is waiting to be answered. Proceeding is used if a CIC client user has enabled call analysis. Calls Proceeding eventually time out if the call is not answered.
Queue Email Alerting: [Agent's Name]	Seen for inbound email interactions. CIC places the email into a queue, and sends it to an available agent.
Queue Email Connected: [Agent's Name]	Seen for inbound email interactions. CIC placed an email into a queue, sent it to an available agent, and the agent picked up the email.
Queue Email Not Answered: [Agent's Name]	Seen for inbound email interactions. CIC placed an email into a queue, sent it to an available agent, but the agent did not pick up the call and CIC placed it back into the queue.
Queue Timeout	Seen for inbound calls. The call waits in a timeout queue and times out. The caller is being presented with prompts to determine how he or she wants the CIC client to proceed with the call (send to voicemail, try another extension, etc.).
Remote Transfer	CIC sends an interaction to a user whose status is set to Available, Forward, and CIC is forwarding the interaction based on the user's call coverage settings.
Ring No Answer	Seen for inbound calls. The call was sent to an agent who did not pick up the call. The call timed out, and the caller is being presented with prompts to determine how he or she wants the CIC client to proceed with the call (send to voicemail, try another extension, etc.).
System	The interaction is interacting with handlers or other components of the CIC system.
Voice Mail	The caller is leaving a voicemail message.