Cisco Cisco Agent Desktop 10.0 User Guide

Agent States

June 18, 2014

17

Agent States

The available agent states in IP Phone Agent are listed

Table 2. 

Agent states

State

Description

Logout

You are logged out of the ACD.

Not Ready

You are not available to receive routed

*

* A routed call is one that comes in through the ACD. A call to your direct phone number is a 

non-routed call and is not subject to these rules. 

 calls. If you receive a 

non-routed call, your state is automatically changed to 
Reserved, then Talking. When the call ends your state is 
automatically changed back to Not Ready.

Ready

You are available to receive routed calls. If you receive a 
non-routed call, your state is automatically changed to 
Reserved, then Talking. When the call ends, your state is 
automatically changed back to Ready.

Reserved

A call is ringing on your phone but you have not answered it yet.

Talking

You are on the phone and do not have the call on hold. This 
state is automatically set for you by the ACD and does not 
appear on a menu.

Work Ready

You are completing work from a previous call. When you finish 
the work, you will be available to receive routed calls.

Work Not Ready

You are completing work from a previous call. When you finish 
the work, you will not be available to receive routed calls.

Table 2.

Changing Your Agent State

You change your agent state by choosing the appropriate state from the Change State 
menu (

). The menu you see displays only the states that you can choose from 

your current state. Your current agent state always appears on the bottom line of the 
IP Phone Agent screen.