Changing post unexpected and fault state
- Helen Griffith
By default, if an inbound interaction ends in an unexpected or fault state, when these states time out, the agent's state changes to a ready state.
In some cases you may not want the agent's state to return to a ready state. For example, you may want the agent to know they were in an unexpected or fault state even after the state times outs. Or you may want to log the agent out of ContactPad to avoid repeated unexpected or fault states.
In these and other cases, you can set a different state for agents after unexpected and fault states time out.
Use the following settings in an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, to configure post unexpected and fault states, or both:
| Section | Field | Description |
|---|---|---|
| Unexpected state settings | State after unexpected or fault | The list contains available agent states in your account, plus Logged Out and Leave unchanged. Leave unchanged results in default behavior—the agent's state changes to a ready state. Select the state the agent should be in after the unexpected or fault state times out. |
For information about these settings, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
Leave agents in No Answer state after a missed inbound call setting
If agents are configured to remain in a No Answer state after missing an inbound call, the state never times out. This means that the agent's state never changes to the state set in State after unexpected or fault.
For information about configuring this setting, see Routing - leave agents in No Answer state after a missed inbound call in Controlling features for your account.
For general assistance, please contact Customer Support.
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