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Major state definitions
| State | Definition |
|---|
| -1 | Logged Out |
| 0 | Wrap (Up) |
| 1 | Logged In/Ready |
| 2 | Busy |
| 3 | Away |
| 4 | Extended Away |
| 5 | Dialling |
| 6 | Call Completed Away |
| 7 | Call Completed Away |
| 8 | Ready (For) Outbound/Ready Offline |
| 9 | Unexpected/Line Busy |
| 10 | Fault |
Minor state definitions
| State | Definition |
|---|
| -16 | Logged Out |
| 0 | Wrap up |
| 1 | Call Transferred |
| 2 | Caller Hangup IVR |
| 5 | Wrap Up (Manual) |
| 16 | Ready |
| 32 | Busy In |
| 33 | Busy Out |
| 36 | Transfer In |
| 37 | Busy Internal |
| 38 | Busy Redelivered |
| 39 | Busy Payment IVR |
| 48 | Away |
| 49 | Break |
| 50 | Comfort break |
| 64 | Extended away |
| 65 | Paperwork (i.e back office work) |
| 66 | Lunch |
| 67 | Training |
| 68 | In meeting |
| 69 | Team meeting |
| 80 | Dialling |
| 96 | Call Completed |
| 112 | Call Completed Away |
| 128 | Ready for outgoing/Ready Offline |
| 144 | On external call (a call not from our system) |
| 145 | No answer on incoming |
| 160 | Fault on the line |
| 161 | Network congestion |
