Page Comparison

An agent can select from six major states:

• Ready. This state indicates that an agent is ready to receive inbound calls

• Wrap Up. When an agent completes a call, they are put into the Wrap Up (Auto) state. This state gives the agent time to complete post-call activities if required. For information on configuring the length of time an agent is in Wrap Up (Auto) state, see Editing Configuration (Account Settings). An  An agent can manually change their state to Wrap Up (Manual) extend automatic wrap if they need additional time at the end of the call. For information about extending automatic wrap, see Extended automatic wrap in ContactPad.

  Note
  If the enforced disposition codes feature is enabled for your account, agents are put into a custom Wrap Up state, Logging the call, after an interaction. For information about enforced disposition codes, see Agent states and enforced disposition codes later in this page.

  Depending on your account settings, agents may or may not be able to make outbound calls while in a Wrap Up state. For information about controlling whether agents can make outbound calls while in a Wrap Up state, see Controlling features for your account.

• Away. This state indicates that the agent is away for a short amount of time, for example a comfort break.
• Extended Away. This state indicates that the agent is away for an extended period of time, for example at lunch or for training sessions.
• Ready for Outbound. If an agent is in Ready for Outbound state, they cannot receive any inbound calls, but can make outbound calls.
• Log Out. An agent can use the Log Out state to terminate their session

All of the major states contain one or more minor states to choose from. The available states appear in blue, and the unavailable states appear in grey.

Additional states include Busy Inbound, Busy Outbound, Busy Callback, Fault On Line, No Answer, Line Busy, Network Congestion, Call Transferred and Prohibited Emergency. Vonage Contact Center (VCC) can automatically put an agent in these states at appropriate times, but the agent cannot manually select these states.

You can add and remove new minor states. You can also enable and disable the standard minor states. There are however, certain minor states that you cannot configure, for example Prohibited Emergency. For information on configuring and using agent states, see Configuring agent states and Changing states in ContactPad.