Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
1-5
CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops
Changing Your Agent State
Figure 1-2
Cisco IP Communicator
Changing Your Agent State
This section describes how to change to the Ready, Not Ready, and Wrapup states. It does not discuss
automatic agent state transitions (such as Ready or NotReady to Talking) that occur by means other than
clicking the Agent State control buttons.
automatic agent state transitions (such as Ready or NotReady to Talking) that occur by means other than
clicking the Agent State control buttons.
Caution
When on an Aspect ACD, clicking the Ready or Not-Ready buttons while you are on a call will hang
up the call.
up the call.
Changing to Ready State
If the Ready button is enabled, you are in a valid state to go to Ready. To enter the Ready state, click the
Ready button while in NotReady state.
Ready button while in NotReady state.
On entering Ready state, you are ready to accept calls.
Changing to NotReady State
If the NotReady button is enabled, you are in a valid state to go to NotReady. To enter the NotReady
state, click the NotReady button.
state, click the NotReady button.
Depending on your installation, you may need to provide a reason for going NotReady.
Figure 1-3
Not Ready Reason Codes selection Dialog