The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.
This document will help agents manage their Ready (available for calls) and Not Ready (unavailable for calls) states. Please note that a supervisor can change your state remotely.
To accept incoming calls, select Ready from the Agent State drop-down
To go unavailable, click the State icon and select a Not Ready state from the drop-down list. When agents are in Not Ready state, no queued calls will be sent to them. You may need to choose a reason before not going ready. The list of reasons is dependent on your Team. You will automatically be made Not Ready if you miss a queue call.
Reserved, Talking, and Wrap-Up
These are automatic state changes. Reserved is only active when the agent is receiving a call from the queue. The state is changed to Talking while the agent is on an inbound ACD call. Once a queue call has concluded, the state will change to Wrap-Up for a period of time (this time varies according to team), then the state will change back to the most recent state selected (usually Ready), unless the agent selects Ready or Not Ready prior to that Wrap-Up timer expiring. None of these states can be selected by the agent.