Cisco Cisco ICM Web Tools User Guide
Description
State
The agent is unavailable for any call work.
NotReady
The agent is ready to accept a call.
Available
The agent is currently talking on a call.
Talking
The agent is performing wrapup work and will enter NotReady state
when the wrapup is complete.
when the wrapup is complete.
WorkNotReady
The agent is performing wrapup work and and will enter Ready state
when the wrapup is complete.
when the wrapup is complete.
WorkReady
The agent is busy performing a task (is Talking, WorkReady,
Reserved, or Hold state in another SkillGroup.
Reserved, or Hold state in another SkillGroup.
BusyOther
The agent is reserved for a call that will arrive at the ACD/PBX
shortly.
shortly.
Reserved
The agent state is currently unknown.
Unknown
The agent currently has all calls on hold.
Hold
Changing Agent State from the Desktop
Desktop agent state controls include:
•
Login/Logout
•
Ready/NotReady
Reason Code.
•
Wrap up
optional, or not allowed. The agent state that is comunicated to Unified ICM depends on the
configuration.
configuration.
Notes on Agent State Transitions
•
Login
At log in, agents are put in a “Not Ready” state and cannot receive routed calls until they
click the Ready button.
click the Ready button.
•
Ready/Available: When the agent clicks the “Ready” button, the agent enters the Available
state and can receive routed calls
state and can receive routed calls
•
An agent in the Available state cannot make a call (the line buttons are dimmed). The agent
must click the “Not Ready” button and become unavailable before being allowed to make a
call.
must click the “Not Ready” button and become unavailable before being allowed to make a
call.
ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)
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Chapter 5: - Desktops and Call Control
Agent States