Cisco Cisco Agent Desktop 8.0 Mode D'Emploi
Cisco Agent Desktop User Guide 7.1
34
November 2006
Agent States
Agent Desktop allows you to change your agent state in the ACD through the use of
the agent state buttons. Only the agent states that are valid choices from your current
agent state will be available at any given time.
the agent state buttons. Only the agent states that are valid choices from your current
agent state will be available at any given time.
You can change your agent state while on a call (in the Talking state). Your state will
change to the state you clicked after you hang up the call.
change to the state you clicked after you hang up the call.
The agent state buttons indicate the state you clicked, not your current state. For
instance, if you click the Work Not Ready state button while on a call, the Work Not
Ready button appears to be pressed. Your current state is displayed on the status
bar.
instance, if you click the Work Not Ready state button while on a call, the Work Not
Ready button appears to be pressed. Your current state is displayed on the status
bar.
Available agent states are:
Table 7.
Agent states
State
Description
Hold
You are on the phone with a customer and have the call
on hold. This state is automatically set for you by the ACD
and does not have a corresponding button.
on hold. This state is automatically set for you by the ACD
and does not have a corresponding button.
Logout
You are logged out of the ACD.
Not Ready
You are not available to receive ACD calls.
Ready
You are available to receive ACD calls.
Reserved
You are temporarily set aside to receive a specific ACD
or Outbound Dialer call. Your state changes to the
Talking state when you answer the call.
or Outbound Dialer call. Your state changes to the
Talking state when you answer the call.
If you fail to answer the call within a time limit specified by
the system administrator, the ACD places you in a Not
Ready state.
the system administrator, the ACD places you in a Not
Ready state.
The Reserved state is automatically set for you by the
ACD and does not have a corresponding button. You can
be in this state without the phone ringing (you are waiting
for it to ring).
ACD and does not have a corresponding button. You can
be in this state without the phone ringing (you are waiting
for it to ring).