Cisco Cisco Computer Telephony Integration OS 8.5 Installation Guide

The agent has 
logged into the 
ACD. It does not 
necessarily 
indicate that the 
agent is ready to 
accept calls.

Although viewed as a state by CTI Server, this is really 
more an event than a state, and is not treated as a state by 
the switches.

The agent has 
logged out of the 
ACD and cannot 
accept any 
additional calls.

Alcatel: Null/logged off

Aspect Contact Server: Signed Off

Avaya DEFINITY ECS: no equivalent

Nortel Meridian: SPARE

Nortel Symposium: Logout

Rockwell Spectrum: Signed Off

Siemens Hicom: Logged Off

The agent is 
logged in but is 
unavailable for 
any call work.

Alcatel: Pause/Withdrawn/No agent group after login 
(pre-assigned state)

Aspect Contact Server: Idle

Avaya DEFINITY ECS: AUX

Nortel Meridian: WALKAWAY (however, this requires 
the agent to click Hold and physically unplug the headset – 
since a physical act is involved, a software request to set the 
agent state to NotReady will fail)

Nortel Symposium: Not Ready Walkaway (however, this 
requires the agent to click Hold and physically unplug the 
headset – since a physical act is involved, a software 
request to set the agent state to NotReady will fail), 
Emergency

Rockwell Spectrum: any state in which the Available 
console lamp is not lit

Siemens Hicom: Unavailable