Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
40
September 2011
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. 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.
lists the available agent states.
Table 12.
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.
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
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 Unified
Outbound Dialer call. Your state changes to the Talking state when you
answer the call.
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.
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).
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.
automatically set for you by the ACD and does not have a
corresponding button.
Work Not
Ready
Ready
You are completing work from a previous call, and are unavailable to
receive ACD calls. You change to the Not Ready state when:
receive ACD calls. You change to the Not Ready state when:
• You enter wrap-up data (if enabled by the system administrator)
• A timer set in the ACD expires (if the ACD uses this feature)
• You manually change state after you enter wrap-up data