Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
C H A P T E R
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CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted
Cisco CTI OS Release 7.2(1)
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Changing Agent States
This chapter describes how to change to various agent states and details what occurs when these agent
state changes take place. It discusses changes to the following agent states:
state changes take place. It discusses changes to the following agent states:
•
Ready
•
NotReady
•
Wrapup
This chapter does not discuss automatic agent state transitions (such as Ready or NotReady to Talking)
that occur by means other than clicking Agent State control buttons.
that occur by means other than clicking Agent State control buttons.
Caution
When on an Aspect ACD, an agent on a call must not select Ready or Not-Ready as this causes the agent
to be disconnected. This is an Aspect ACD behaviour.
to be disconnected. This is an Aspect ACD behaviour.
Changing to Ready State
If the Ready button is enabled, you are in a valid state to go to Ready. To enter the Ready state, click the
Ready button while in NotReady state.
Ready button while in NotReady state.
On entering Ready state, the agent is ready to accept ACD calls.