What does the "Reserved" status mean in CAD?

[startryst]

Thanks

[venkasub]

Hi,

Definition of Reserved State - You are temporarily “set aside” to receive a specific call. Your state changes to the Talking state when you answer the call. If you fail to answer the call within a time limit specified by the system administrator, the ICD server places you in a Not Ready state. The Reserved state is automatically set for you by the ICD server and does not have a corresponding button. You can be in

this state without the phone ringing. (You are waiting for it to ring.)

Hope this helps.

Regards

Venkat

[startryst]

I know that definition before,but i can't understand, who can tell me the meaning and function directly...Thanks

[Simon.McMillan · Accepted solution]

What this means is that ICM has made the decision to route a call to this particular agent and has made the PG aware via the data path back to the PG. PG has update CTI to put this agent in reserved state to take the call, in the meantime the call is sent via the 'telephony' path (in a pre-routing environment back via PSTN->VG->CCM->Phone)- when the call arrives, the Agent is put into the talking state.

The reason for this mechanism is to ensure that the agent doesn't receive another inbound call in the period between the call-routing decision being made (on ICM/ICD) and the call actually arriving at the phone, and being included in routing decisions. Note that the would be able to go off-hook directly on the phone while in reserved state and the caller would receive busy tone.

HTH