McDewey

Table 35: Basic Outbound Call Rejected and Later Accepted—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A rejects call. 3 (Ready) ASDR1 Agent B is presented with outbound call. 4 (Reserved) ASDR1 Agent B accepts call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Basic Outbound Call Accepted and Transferred to Another Agent 1. Call is presented to agent A, and agent A accepts the call. 2. System places the call from agent A to the customer. 3. Agent A transfers the call to agent B. Table 36: Basic Outbound Call Accepted and Transferred to Another Agent—Call-Related Detail Records Remarks Session sequence number Session ID Record — 0 100 CCDR1 Call result is 1 (voice). 0 100 ACDR1 Consult call from agent A to agent B information. 0 200 CCDR2 Outbound call at agent B information. 1 100 CCDR3 Call result is 20 (transfer). 1 100 ACDR2 Table 37: Basic Outbound Call Accepted and Transferred to Another Agent—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A accepts call. 5 (Talking) ASDR2 Agent A transfers call to agent B. 3 (Ready) ASDR3 Agent B is presented with outbound call. 4 (Reserved) ASDR1 Agent B on outbound call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 21 Interpret Database Records Basic Outbound Call Accepted and Transferred to Another Agent