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1. Log in to ContactWorld and go to System Settings. For information on accessing System Settings, see Editing System Settings.
2. At the bottom of the page, click Agent States Configuration. Agent States Configuration appears.
3. Click the Agent States tab. The Agent States area appears.
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4. In the Select the Major state to set up list, click the major state that you are creating a new minor state for. The list of existing minor states appears.

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   You cannot add new minor states to the Ready state.

5. Click Add.

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    A new minor state appears at the bottom of the list of minor states.

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To edit a new or an existing minor state, perform the following steps:

1. Click Edit alongside the minor state.

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   The minor state appears in edit mode. Change the name—this name appears in the agent's ContactPad—if required. Select or click to clear the corresponding Enabled check box to enable or disable the minor state.

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2. Click Save and then Cancel. The minor state is saved.

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