Switching Agent Ready Status

Your agent status determines whether you can receive incoming calls.

In the applet-based solution, agent statuses include:

• Agent Ready

  To activate Agent Ready status:

  From the Select Call Action drop-down list box, select Agent Ready.

  When you are ready, the system routes incoming calls to your extensions.

• Do Not Disturb

  To activate Do Not Disturb status:

  From the Select Call Action drop-down list box, select DND.

  With Do Not Disturb, your extensions do not accept incoming calls.

  Note:

  This status is not available to agents associated with an ACD queue.

• Agent Not Ready

  To activate Agent Not Ready status:

  From the Select Call Action drop-down list box, select Agent Not Ready.

  This status is typically used when agents are at their desks, but temporarily unable to receive calls. While you are not ready, the system routes calls to other available agents.

  Note:

  This status applies only to agents associated with an ACD queue.

Note:

In the adapter-based solution, the adapter provider is responsible for determining what states and statuses are available in the drop-down list boxes, as well as the meaning of those states.