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Revision as of 17:41, 13 December 2010
Desktop: Agent State Changes
| Problem Summary
| What state changes can an agent make from the agent state dropdown menu?
|
| Error Message
| Invalid state change.
|
| Possible Cause
| N/A
|
| Recommended Action
| All agents can change their states as follows:
- From: Ready (Available) To: Not Ready
- From: Not Ready To: Ready (Available)
- From: Not Ready To: Logout
- From: Not Ready To: Not Ready with a different Reason Code
- From: Talking on an incoming or outbound call To: Not Ready
- From: Talking on an incoming or outbound call To: Ready (Available) if wrapup is not allowed or is optional.
- From: Work (CCE only) on an incoming or outbound call To: Not Ready
- From: Work (CCE only) on an incoming or outbound call To: Ready (Available) if wrapup is required or is optional.
 | Note: | The WORK_NOT_READY agent state is not supported in Cisco Finesse. |
The following supported states are changed as a result of call events. The agent does not control them or actively select them in the Desktop:
- Busy Other(CCE only)
- Reserved
- Unknown (CCE only)
- Active (CCE only)
- Paused (CCE only)
- Interrupted (CCE only)
- Not Active (CCE only)
|
| Release
| Release 8.5(1)
|
| Associated CDETS #
| None
|
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