End Codes

LocalDisconnect

If an agent or local party disconnects one side of an interaction, the segment associated with that agent or local party includes the LocalDisconnect end code.

For example, if an agent disconnects an inbound ACD interaction after talking to a remote party, the disposition of the final Connect segment is Local Disconnect.

RemoteDisconnect

If an agent or local party connects with an external party and then the external party disconnects the interaction, the last segment's disposition is Remote Disconnect.

This end code occurs because the last segment is associated with the local party and the local party did not disconnect the interaction. Otherwise, the disposition is LocalDisconnect.

Disconnect

When the interaction is not locally or remotely disconnected, the disposition is Disconnect.

This disposition can occur in some conference call disconnections or when CIC disconnects the call for some reason.

LocalTransfer

If an agent transfers an interaction within the CIC system to other internal objects such as different local queues, agents, stations, or the IVR, then the disposition of the last transferred segment is LocalTransfer.

RemoteTransfer

When an agent transfers an interaction out of CIC system to a remote number or another CIC Server within a multi-site environment, the disposition of the last transferred segment is RemoteTransfer.

Conference

When the following segment ends as Conference, the disposition of the pre-conference segment is Conference.

System

When an interaction enters the System state, the disposition of the previous segment is System.

Interact

When an interaction ends in a Connected state with two parties connected in the interaction, then the disposition of the previous segment is Interact. CIC generates an Interact segment when an interaction connects with two parties.

Messaging

When an interaction reaches the voice mail system or the interaction state changes to the Messaging state, the disposition of the previous segment is Messaging.

Alert

When an interaction alerts a CIC user or station, the disposition of the previous segment is Alert.

Hold

When a party uses a CIC client or a station to put an interaction on hold, the previous segment ends with the Hold end code.

Grabbed

Supervisors and other users with the appropriate rights can grab interactions from other users. If another user grabs an interaction to which Agent1 is connected, then the last segment associated with Agent1 has the Grabbed end code.

IVR

When an agent transfers an interaction to the IVR, the previous segment has the IVR end code.

Queue

When an interaction is ACD routed or transferred to a workgroup queue, the previous segment has the Queue end code.

Survey

When an interaction reaches the post-survey operation, the previous segment has the Survey end code.

Snoozed

This end code applies only to the Callback media type. When the snoozing attribute (EIC_snoozed) is set in the System segment of a Callback media type, the System segment ends as Snoozed.

NotEnded

If, for some reason, the segment did not close correctly, the segment end code is NotEnded.

Park

If an agent parks an interaction on another queue, the previous segment has the Park end code.

Suspend

For future use.