Agent States and Time Allocations 139
7. Available Data
Table 12 shows the ICR agent state terms and how they correspond tothe terms used by Rockwell and Siemens.Table 12: Agent State Terminology—Rockwell and Siemens
GEOTEL
ICR Rockwell
Galaxy Rockwell
Spectrum Siemens
HICOM 300E Siemens Rolm
9751 CBX
Logged On Plugged N.A. Logged On Unavailable
Available
ACD In
Non-ACD Inc
Non-ACD Out
Non-ACD Int
Logged Off1Unplugged Signed Off Logged Off Logged Off
Ready (Pugged In-Break) Any state in
which the
available console
lamp is lit.
Logged On Available
Not Ready Break Any state in
which the
available console
lamp is not lit.
Unavailable Unavailable
Available Available Available Available Available
Talking In Calls currently in
progress. Busy with
inbound call on
ACD Line 1.
ACD Incoming ACD Incoming
Talking Out Out-Call Busy with
inbound call on
ACD Line 1.
Non-ACD
Outgoing Non-ACD
Outgoing
Talking
Other N.A. Busy on position
call or supervisor
assist.
Non-ACD
Incoming, Non-
ACD Internal
Non-ACD
Incoming, Non-
ACD Internal
Work Ready Call work.
Overflow call
work.
Call work and
available console
lamp lit.
Work Available/Work
(continued)
1 Logged Off is not an agent state, but rather a necessary condition for being in
any state.