CCX Wallboard - Determining If Agent Is On Phone

Question

Using uccxhruser on CCX 8, my wallboard is set up.  It is pulling agent eventType and reasonCode from the AgentStateDetail table.  Works great.
I need to know if there is a way to determine if an agent is in an outbound call, regardless of their state in the AgentStateDetail database table.  Is there another table/value I can probe to get this information?
For instance, when an agent is in status code 3 (Ready), and they initiate an outdial on their phone, Cisco automatically places them in 2 (Not Ready) with a reason code 32762 (Out Call).  This is reflected in the AgentStateDetail table.  But if they are in status code 2 (Not Ready) and initiate an outdial, AgentStateDetail remains in whatever reason code they manually set, rather than switch to Out Call.
Thanks.

Answer 1

Hi Geoff,
Please do not use the historical reporting tables in wallboards. This causes system instability.
CSCtw47138: "Customers experience reliability and stability issues on CCX server" + "Caused by customers using historical tables in wallboard queries which is not supported." This is a doc bug which states that this data should be added to the Admin Guide, so don't look for a version in which it is "resolved".
Admin Guide page 483: "For details about the information written to the RtCSQsSummary and RtICDStatistics database tables, see the Cisco Unified CCX Database Schema Guide. Only the RtCSQsSummary and RtICDStatistics statistics tables can be used in wallboard queries. Use of historical reporting tables in wallboard queries is not supported."
The historical reporting tables are not designed to be accessed in a real-time manner; that's why we have
RtCSQsSummary and RtICDStatistics. Accessing them through a wallboard will definitely cause system instability. We have seen a number of TAC cases raised this way.
That being said, here's more information on the historical reporting tables.
You will probably have seen the HR Admin & Dev Guide; page 57 states that code 5 for ASD.eventType is the "Talking" state. Here's sample data from my lab system, for an agent taking an ICD call:
> select eventdatetime,eventtype,reasoncode from agentstatedetail where agentid = 38;
eventdatetime           eventtype reasoncode
2013-04-05 02:44:30.194         1          0     //Agent is logged-in.
2013-04-05 02:44:30.196         2      32760  //Agent goes into not-ready state 2 ms later. Not Ready reason code 32760 states that this is because s/he logged in.
2013-04-05 02:44:37.754         3          0     //Agent goes into ready state.
2013-04-05 02:45:01.993         4          0     //Agent is in reserved state: an ACD call is incoming.
2013-04-05 02:45:05.044         5          0     //After 4 s, the agent is in talking state.
2013-04-05 02:45:11.213         6          0     //The agent then goes to work state.
6 row(s) retrieved.
If the agent went on an outbound campaign call / a non-ACD call (whether inbound or outbound), the flow would be different; however, the eventType would change similarly. This is how historical reporting is able to see for how long agents talk, whether on ACD or non-ACD calls.
You can prepend "run uccx sql db_cra" to your SQL queries from the admin CLI, to see what kind of data you will get.
Finally, all the guides can be accessed from here.