Cisco Cisco Agent Desktop 9.0 User Guide
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Agent States
November 2006
35
Talking
You are on the phone with a customer or another agent.
This state is automatically set for you by the ACD and
does not have a corresponding button.
This state is automatically set for you by the ACD and
does not have a corresponding button.
Work Not Ready
You are completing work from a previous call, and are
unavailable to receive ACD calls. You change to the Not
Ready state when:
unavailable to receive ACD calls. You change to the Not
Ready state when:
• You enter wrapup data (if enabled by the system
administrator)
• A timer set in the ACD expires (if the ACD uses this
feature)
• You manually change state after you enter wrapup
data
Work Ready
You are completing work from a previous call, and are
available to receive ACD calls. You change to the Ready
state when:
available to receive ACD calls. You change to the Ready
state when:
• You enter wrapup data (if enabled by the system
administrator)
• A timer set in the ACD expires (if the ACD uses this
feature)
• You manually change state after you enter wrapup
data
Table 7.
Agent states — Continued
State
Description