Cisco Cisco Agent Desktop 9.0 User Guide
Cisco IP Phone Agent User Guide 7.1
10
November 2006
Agent States
The available agent states in IP Phone Agent are:
Changing Your Agent State
). The menu you see displays only the states available from
your current state.
To change agent state:
■
Choose the appropriate agent state from the menu.
Your current agent state is always noted on the bottom line of the IP Phone Agent
screen.
screen.
Table 3.
Agent states
State
Description
Logout
You are logged out of the ACD.
Not Ready
You are not available to receive routed
*
calls. If you
receive a non-routed call you are automatically put into
the Reserved and then Talking state, and returned to the
previous state when the call ends.
the Reserved and then Talking state, and returned to the
previous state when the call ends.
* A routed call is one that comes in through the ACD. A call to your direct phone number is a
non-routed call, and not subject to these rules.
Ready
You are available to receive routed calls. If you receive a
non-routed call you are automatically put into the
Reserved and then Talking state, and returned to the
previous state when the call ends.
non-routed call you are automatically put into the
Reserved and then Talking state, and returned to the
previous state when the call ends.
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.
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 and, when
finished, will be available to receive routed calls.
finished, will be available to receive routed calls.
Work Not Ready
You are completing work from a previous call and, when
finished, will not be available to receive routed calls.
finished, will not be available to receive routed calls.