Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

Time in State. The amount of time the agent has been in the current state.

The agent-state times that the CTI Toolkit Supervisor Desktop displays are estimates. The actual 
amount of time that the agent takes in a respective state may be obtained from the Unified ICME 
database.

Login Name. The used by the agent to login when login by agent name is configured.

SkillName. The names of the skillgroups to which the agent belongs.

Skillgroup. Identifiers of the skill groups to which the agent belongs.

Available for Call. Indicates if the agent is available to take a call. This column is relevant to 
multimedia configurations where an agent may be busy in another medium (such as e-mail or 
collaboration) and therefore will not be routed calls even if Ready in voice.

The supervisor can use the Agent State Control to change the state of monitored agents. Possible state 
changes are Logout and Make Ready.

If a supervisor changes the state of a monitored agent, a reason code of 999 is passed down and recorded 
in the Unified ICME database.

To control the agent state, perform the following steps.

Select the agent in the Team State Information grid.

Click the Logout button to log the agent out, or the Make Ready button to put the agent in a ready state.

If a monitored agent is on a call when the supervisor clicks the Logout button, CTI OS will log 
the agent out as soon as the call ends.