Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
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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:
occurs when these agent 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.
NotReady to Talking) that occur by means other than clicking Agent State control
buttons.
Changing to Ready State
If the Ready button is enabled, you are in a legal state to go to Ready. To enter
the Ready state, click the Ready button while in NotReady state.
the Ready state, click the Ready button while in NotReady state.
On entering Ready state, the agent is ready to accept ACD calls.
Changing to NotReady State
If the NotReady button is enabled, you are in a legal state to go to NotReady. To
enter the NotReady state, click the NotReady button.
enter the NotReady state, click the NotReady button.