Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
2-2
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 2 Changing Agent States
Changing to NotReady State
Changing to NotReady State
If the NotReady button is enabled, you are in a valid state to go to NotReady. To enter the NotReady
state, click the NotReady button.
state, click the NotReady button.
Depending on your configuration, a Select Reason Code dialog box may appear when you click the
NotReady button.
NotReady button.
This dialog box includes a list of defined reason codes. Highlight a reason code in the list and click OK.
The reason code list is navigated as follows. The reason code will be read to the user when a new reason
code is selected.
code is selected.
On entering NotReady state you cannot accept an ACD call, but you can still receive calls made to your
direct extension. On some switches, you can still receive calls made to your Agent ID.
direct extension. On some switches, you can still receive calls made to your Agent ID.
Changing to Wrapup State
Depending on your switch and how your administrator has configured your agent profile, there are two
possible ways to enter Wrapup state.
possible ways to enter Wrapup state.
•
You automatically enter wrapup state on completion of a call.
•
You click the Wrapup button to either go immediately to the Wrapup state or to go to Wrapup state
after completion of the current call.
after completion of the current call.
Note
In a Unified CCE environment, an administrator defines an agent’s Work Mode on Incoming and Work
Mode on Outgoing values on the Configure ICM Agent Desk Settings List screen. See the Cisco IP
Contact Center Enterprise Edition Administration Guide for details.
Mode on Outgoing values on the Configure ICM Agent Desk Settings List screen. See the Cisco IP
Contact Center Enterprise Edition Administration Guide for details.
Key
Action
Up Arrow
Move the focus to the previous reason code.
Down Arrow
Move the focus to the next reason code.
Enter
Changes state to not ready with the selected reason code.