Agent state definitions

Major state	Minor state	Value	As appears in ContactPad	Description	Automatic or manual (if manual, agents can select state themselves in ContactPad)

Major state	Minor state	Value	As appears in ContactPad	Description	Automatic or manual (if manual, agents can select state themselves in ContactPad)
LoggedOut
	LoggedOut	-16	Log Out	Agent is logged out of ContactPad. If the agent is logged out, the agent cannot see the state in ContactPad as the login screen appears. When logged in to ContactPad, the agent can click Log Out in the list of states in ContactPad to log out.	Manual
WrapUp
	Wrapup	0	Wrap Up (Auto)	When an agent or caller ends an interaction, Vonage Contact Center automatically changes the agent's state to Wrapup. While in Wrapup state, agent cannot receive any inbound interactions and can use this time to complete any activities related to the interaction.	Automatic
	WrapupTransferred	1	Call Transfered	When an agent transfers an interaction to another agent, Vonage Contact Center automatically changes the agent's state to Wrapup. While in Wrapup state, agent cannot receive any inbound interactions and can use this time to complete any activities related to the interaction.	Automatic
Ready
	Ready	16	Ready	Agent is ready and available to handle interactions. Vonage Contact Center sets state automatically after when automatic wrapup times out.	Both
Busy
	BusyIncoming	32	Busy Inbound	Agent is busy on an inbound interaction.	Automatic
	BusyOutgoing	33	Busy Outbound	Agent is busy on an outbound interaction.	Automatic
	BusyTransferIn	36	Transfer In	Agent is busy on an interaction transferred to them by another agent.	Automatic
	BusyInternal	37	Busy Internal	Agent is consulting with a second agent.	Automatic
	BusyCallback	41	Busy Callback	Agent is making a queued callback.	Automatic
Away
	Away	48	Away	Agent is away from their phone and is unavailable for interactions.	Manual
	AwayBreak	49	Break	Agent is away from their phone for a break and is unavailable for interactions.	Manual
	AwayComfortBreak	50	Comfort Break	Agent is away from their phone for a comfort break and is unavailable for interactions.	Manual
ExtendedAway
	XAway	64	Extended Away	Agent is away from their phone for an extended duration and is unavailable for interactions.	Manual
	XAwayLunch	66	Lunch	Agent is away from their phone for lunch and is unavailable for interactions.	Manual
	XAwayMeeting	68	In Meeting	Agent is away from their phone for a meeting and is unavailable for interactions.	Manual
	XAwayPaperwork	65	Paperwork	Agent is away from their phone to do paperwork and is unavailable for interactions.	Manual
	XAwayTeamMeeting	69	Team Meeting	Agent is away from their phone for a team meeting and is unavailable for interactions.	Manual
	XAwayTraining	67	Training	Agent is away from their phone for training and is unavailable for interactions.	Manual
ReadyForOutbound
	ReadyForOutbound	128	Ready (Outbound)	Agent has clicked Make Call in ContactPad and is ready to make an outbound call. Ready (Outbound) signifies that the agent is available solely for making outbound calls.	Manual
ReadyOffline
	ReadyOffline	128	Ready (Offline)	Agent has clicked Make Call in ContactPad and is ready to make an outbound call. Ready (Offline) indicates that the agent is available to make outbound calls or participate in consults, but is not currently available to handle inbound interactions.	Manual
Unexpected
	UnexpectedLineBusy	144	Line busy	Agent's phone line was busy.	Automatic
	UnexpectedNoAnswer	145	No Answer	Agent did not answer inbound call.	Automatic
	UnexpectedProhibitedEmergency	149	Prohibited Emergency	Agent dialed an emergency number listed in the System Settings configuration.	Automatic
Fault
	FaultLine	160	Fault On Line	There was a fault on the agent's line.	Automatic
	FaultCongestion	161	Network Congestion	The agent's line was congested.	Automatic