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When an agent logs in to ContactPad, they are put into the Ready state. To stop receiving inbound calls, the agent must use the state bar to select a different state. For information on changing states, see Changing states in ContactPad.
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Major states
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For information about standard agent states, see Agent state definitions.
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Intended states
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. For information about switching intended states on and off, see Controlling features for your account.
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Agent states and enforced disposition codes
If the enforced disposition codes feature is enabled and configured for your account, when an agent finishes handling an interaction, VCC changes the agent's state to Logging the call. When the agent sets the disposition code for the interaction, VCC changes the agent's state to a Ready state, or, if set, the agent's intended state. If the agent sets the disposition code while working with the interaction, VCC changes the agent's state to a Ready state, or the agent's intended state, as soon as the interaction ends. For more information about enforced disposition codes, see Disposition codes.
Agent states and queued callbacks
If the queued callback feature is enabled and configured for your account, you can configure your interaction plan to set up callbacks. Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When an appropriate agent becomes available to handle the call, VCC initiates an outbound call from that agent to the caller. VCC changes the agent's state to Busy Callback. For more information about queued callbacks, see Queued callbacks.
Agent state management
If an agent does not answer delivered call while they are in Ready state, VCC changes the agent's state to No Answer. By default, the agent remains in No Answer state for a configurable period of time and then goes back into Ready state.
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For information about enabling the inbound missed call state behavior, see see the Routing - leave agents in No Answer state after a missed inbound call setting in Controlling features for your account.
Agent states and emergency calls
If the emergency call feature is enabled and configured for your account, when an agent makes a call to an emergency number, VCC blocks the call. VCC changes the agent's state to Prohibited Emergency and a warning message appears in ContactPad. The agent remains in this state, until they click Confirm on the warning message, and then goes back into Ready state.
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