Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide
32
June 2007
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.
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.
instance, if you click the Work Not Ready state button while on a call, the Work Not
Ready button appears to be pressed.
Available agent states are:
Table 5.
Agent states
State
Description
Hold
You are on the phone with a customer and have the call
on hold.
on hold.
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
call. Your state changes to the Talking state when you
answer the call.
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).
Talking
You are on the phone with a customer or another agent.
This state is automatically set for you by the ACD and
does not have a corresponding button.
This state is automatically set for you by the ACD and
does not have a corresponding button.