When on a call, an agent can consult with another agent or , telephone number, queue or service. Alternatively, the agent can transfer the call to another agent, queue or service. For more information about consulting and transferring calls, see Consulting with a third party during a call and Transferring a call to another queue or service Working with an inbound call. When an agent clicks to consult, a list of agents, queue names, and service names appears. Alongside the agents' names, one of the following statuses appears:
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| - Available now. If an agent is 'Available now', the agent is in Ready state in the NewVoiceMedia platform Vonage Contact Center and can accept a consult or any transferred call.
- Interruptible. If an agent is 'Interruptible', the agent is working on a case and therefore in Busy state in the NewVoiceMedia platformVonage Contact Center. The agent can accept a consult or call transfer. Your account must be configured to allow agents working on cases to be interrupted with calls for the Interruptible status to appear.
- Logged in. If an agent is 'Logged in', the agent is either on a call and therefore in Busy state, or in an Away, Wrap Up or fault state in the NewVoiceMedia platformVonage Contact Center. The agent is not currently available to take a call. The agent's name is grayed out in the list.
- Logged out. If an agent is 'Logged out', the agent is not logged in to the NewVoiceMedia platform Vonage Contact Center and cannot accept a call. The agent's name is grayed out in the list.
Lines and queues are differentiated from agents in the list by their logos:  (line), (queue). At a glance an agent can see the availability of other agents to take a call. The statuses are represented by the following logos: (Available now), (Interruptible), (Logged in), (Logged out). |
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In the example, Benjy and Demo Agent are available right away for calls; Carys is working on a case but can accept a call; Abraham is logged in but temporarily unavailable—he cannot accept a call; and Helen is logged out and cannot accept calls.
| Status | Logged in to
the NewVoiceMedia platformVonage Contact Center? NewVoiceMedia platform | Vonage Contact Center state | On a call? | On a case? | Can accept calls? |
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| Available now | Yes | Ready | No | No | Yes |
| Interruptible | Yes | Busy (on a case) | No | Yes | Yes |
| Logged in | Yes | Busy/Away/Extended Away/Wrap Up/any fault state | Yes/No | Yes/No | No |
| Logged out | No | Logged out | No | No | No |
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