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Note that the information in this section does not describe automatic agent state transitions (such as Ready or NotReady to Talking) that occur by means other than the selection of Agent State control buttons.
Caution: When on an Aspect ACD, an agent on a call must not select Ready or Not-Ready as this causes the agent to be disconnected. This is an Aspect ACD behavior.
If Ready is enabled, you are in a valid state to go to Ready. To enter the Ready state, click Ready while in NotReady state.
On entering Ready state, the agent is ready to accept ACD calls.
If NotReady is enabled, you are in a valid state to go to NotReady. To enter the NotReady state, click NotReady. Depending on your configuration, a dialog box may appear when you click NotReady.
This dialog box includes a list of defined reason codes. Highlight a reason code in the list and click OK.
On entering NotReady state, you cannot accept an ACD call, but you can still receive calls made to your direct extension. On some switches, you can still receive calls made to your Agent ID.
Depending on your switch and how your administrator has configured your agent profile, following are two possible ways to enter Wrapup state:
Note | In a Unified CCE environment, an administrator defines an agent’s Work Mode on Incoming and Work Mode on Outgoing values on the Configure ICM Agent Desk Settings List screen. See the Cisco IP Contact Center Enterprise Edition Administration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.htmlfor details. When you enter Wrapup state, a Wrapup dialog box appears. |
In a Unified CCE environment, the settings your administrator has defined in the Configuration Manager Agent Desk Settings screen determine if Apply is disabled until you enter data.
You may select one of the displayed choices or enter something different in the edit box. Alternatively, you may enter wrapup data in the WrapUp column of the Call Information grid any time a call is displayed.
An agent who is in the Wrapup state is unable to accept ACD calls.