McDewey

Table 29: Agent Places Consult Call Then Resumes Call—Agent State-Change Records Remarks Reason Agent Record Agent A is selected for original call. 4 (Reserved) A ASDR1 Agent A answers. 5 (Talking) A ASDR2 Caller hangs up. 3 (Ready) A ASDR3 Agent Consults Agent and Resumes Call 1. Agent A is connected to an incoming ACD call. 2. Agent A puts that call on hold and initiates a consult transfer to agent B. 3. Agent B answers, talks to agent A for some time, and then hangs up without agent A completing the transfer. 4. Agent A resumes the original call. Table 30: Agent Consults Agent Then Resumes Call—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record Original call and agent A information. — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 0 100 CQDR1 Agent A to agent B. — 0 101 CCDR2 Includes talk time both before and after the consult call, and contains hold time for the duration of the canceled consult call. 1 0 100 ACDR1 Table 31: Agent Consults Agent Then Resumes Call—Agent State-Change Records Remarks Reason Agent Record Agent A is selected for original call. 4 (Reserved) A ASDR1 Agent A answers. 5 (Talking) A ASDR2 Agent A calls agent B, agent B’s phone rings. 4 (Reserved) B ASDR3 Agent B answers. 5 (Talking) B ASDR4 Agent B disconnects from consult call. 3 (Ready) B ASDR5 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 19 Interpret Database Records Agent Consults Agent and Resumes Call