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Interaction Desktop Help
Understanding an Interaction’s State
An interaction’s state describes its current condition. The following list describes the states that appear by default. The list includes descriptions of each state an interaction may be in during the life of the interaction.
Note: Your CIC administrator or application developer can modify or customize these state strings if desired.
State |
Interaction Type |
Description |
ACD – Alerting: [Agent’s Name] |
Inbound |
CIC placed the call into a queue, and sent it to an available agent. |
ACD – Assigned: [Agent’s Name] |
Inbound |
CIC placed a call into a queue, sent it to an available agent, and the agent picked up the call. |
ACD – Wait Agent |
Inbound |
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] |
Inbound |
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 |
Inbound |
A user is being notified that he or she has an incoming interaction. |
Connected |
Outbound or |
The interaction was connected to a user or a station. If call analysis was not enabled, Connected means the same as Proceeding. |
Dialing |
Outbound |
CIC is dialing the outbound proceeding call. |
Disconnected |
Outbound or |
The call is no longer active. |
Disconnected (Local Disconnect) |
Outbound or |
Seen for both outbound and inbound interactions. The interaction was disconnected by a CIC user or station and is no longer active. |
Disconnected (Remote Disconnect) |
Outbound or |
The interaction was disconnected by someone outside the CIC system (for example, a customer) and is no longer active. |
Held |
Outbound or |
The interaction is on hold. |
Manual Dialing |
Outbound |
A telephone handset has been picked up and a dial tone was generated. |
Offering |
Inbound |
CIC placed the interaction in a queue, but the interaction was not alerting. CIC is determining if the called party is available to take the interaction. |
Operator Escape |
|
The caller pressed zero to reach an operator from any queue. |
Parked |
|
The interaction is waiting on a User, Workgroup, or Station queue. |
Proceeding |
Outbound |
The interaction proceeded through the outside telephone network and is waiting to be answered. "Proceeding" is used if a user has enabled call analysis. Calls "Proceeding" eventually time out if the call is not answered. |
Queue Timeout |
Inbound |
The call waited in a time-out queue and timed out. The caller was presented with prompts to determine how he or she wanted the CIC client to proceed with the call (send to voice mail, try another extension, etc.) |
Remote Transfer |
|
CIC sent an interaction to a user whose status was set to "Available, Forward," and CIC forwarded the interaction based on the user’s call coverage settings. |
Ring No Answer |
Inbound |
The call was sent to an agent who did not pick up the call. The call timed out, and the caller was presented with prompts to determine how he or she wants the CIC client to proceed with the call (send to voice mail, try another extension, etc.). |
System |
|
The interaction underwent processing by handlers or other server components of the CIC system. |
Voice Mail |
|
The caller left a voice mail message. |