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An intended state is the state an agent wants to be in after their current interaction. If enabled for your account, agents can change their intended state while in a Busy state. If account feature control is enabled for your account, you can control this feature within your account. Use the ContactPad - agents can set their intended state setting in the Account Feature Control section within the Account Feature Control section in the Configuration (Account Settings) area of Vonage Contact Center .

For more information about intended states, see Controlling features for your account and the How do I change my intended state? section in Changing states.

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For information about enabling the inbound missed call state behavior, seeĀ see the Routing - leave agents in No Answer state after a missed inbound call setting in Controlling features for your account.

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