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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 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.
Agent states and enforced disposition codes
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