User Guide

Cisco IP Phone Agent User Guide
14 July 2008
Agent States
The available agent states in IP Phone Agent are listed in Table 2.
Table 2. 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.
* 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.
Reserved A call is ringing on your phone but you have not answered it yet.
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.
Work Ready You are completing work from a previous call. When you finish
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.