Cisco Cisco Unified CRM Connector 7.5 User Guide

This chapter describes step-by-step how to perform each action within the 
Cisco Contact Center pane.  It is divided into the following parts: 
•  Session and Work Mode Control Step-by-Step 
•  Basic call control actions 
•  Advanced call control actions 
•  Working with multiple contacts 
•  Personalizing your contact center. 

Where is it?  The Agent State control is in the upper left corner of 
the Contact Controller. 

What does it do?  Log into and out of the ACD, controls ACD work 
mode. 

What does it look like?  

 or 

. 

Figure 3-1:  Agent State (logged out)

Figure 3-2: Agent State (logged in)

 

 

Work mode control buttons: 

 

Ready 

 

Work Ready  

 

Work Not Ready  

 

Not Ready 

Reason Code:  select 
from drop down list 

 

 

 

 

 

28