Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent States
June 2007
17
Agent States
The available agent states in IP Phone Agent are listed in
Changing Your Agent State
). The menu you see displays only the states that you can choose
from your current state.
To change agent state:
■
Choose the appropriate agent state from the menu.
Your current agent state always appears on the bottom line of the IP Phone Agent
screen.
screen.
Table 3.
Agent states
State
Description
Logout
You are logged out of the ACD.
Not Ready
You are not available to receive routed
*
calls. If you receive a
non-routed call, your state is automatically changed to
Reserved, then Talking. When the call ends, your state is
automatically changed back to Not Ready.
Reserved, then Talking. When the call ends, your state is
automatically changed back to Not Ready.
* A routed call is one that comes in through the ACD. A call to your direct phone number is a
non-routed call, and is not subject to these rules.
Ready
You are available to receive routed calls. If you receive a
non-routed call, your state is automatically changed to
Reserved, then Talking. When the call ends, your state is
automatically changed back to Ready.
non-routed call, your state is automatically changed to
Reserved, then Talking. When the call ends, your state is
automatically changed back to Ready.
Talking
You are on the phone and do not have the call on hold. This
state is automatically set for you by the ACD and does not
appear on a menu.
state is automatically set for you by the ACD and does not
appear on a menu.
Work Ready
You are completing work from a previous call. When you finish
the work, you will be available to receive routed calls.
the work, you will be available to receive routed calls.
Work Not Ready
You are completing work from a previous call. When you finish
the work, you will not be available to receive routed calls.
the work, you will not be available to receive routed calls.