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