Avaya IP Office User Manual page 40

Description of Agent States
The following agent states can be reported for a queue:
Available
This agent state is reported when an agent is logged in and is not in any other state. That is when available to receive
and answer queue calls.
Busy
This agent state is reported when the agent answers and is connected to a call to a queue of which they are a member.
After Call Work (ACW)
After Call Work indicates that the agent is not available to receive
related activity. Typically this is used for activities such as call records and data entry that need to be completed before
handling another call. A number of controls are available for
automatically put into ACW state after a queue call or else they can manually select to enter the state when required.
Note: The Wrap-Up feature briefly applied to the end of all calls including queue calls is also reported as After Call
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Work state.
Busy Alt-Queue
This agent state is reported when, while viewing the agent's status in one queue of which they are a member, the agent
is connected to a call belonging to another queue of which they are a member. It is also used when the agent is
connected to a call that has overflowed from a queue.
Busy Not Available (NA)
This agent state indicates that the agent is not available to receive calls while they perform a non-call related activity
such as attending a meeting. This state can be selected by an agent using the DND or SAC button on their phone, see
Agent Phone Controls
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indicate the reason they are going into the Busy Not Available state.
If this state is enabled while a queue call is being presented, the call will go to the next available agent and cause the
No Answer statistic for the agent and queue to be incremented.
Busy Non-Queue
This agent state is reported when the agent answers a call that wasn't targeted to the queue to which they belong. It is
also reported when an agent makes a call.
Holding
This agent state is reported when an agent has a call on hold.
Logged Out
This agent state is reported when an agent has
assumed by IP Office Customer Call Reporter when it cannot determine the exact state, for example when restarting.
Present
This agent state is reported when an agent is logged in but their membership of the particular queue has been disabled.
In this state they will not be presented with calls targeted to that queue. The agent's state for other queues may still be
available .
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Ringing
This agent state is reported when the agent is being presented with a call targeted to a queue of which they are a
member. If they answer the call their state will change to
Ring Alt-Queue
This agent state is reported when the agent is being presented with a call from another queue of which they are a
member. If they answer the call their state will change to
presented a call that has overflowed from a queue.
Ring Non-Queue
This agent state is reported when the agent is being presented with a call that isn't targeted to any queue of which they
are a member. If answered the call their state will change to
CCR 1.0 User Guide
IP Office
. This also requires the agent to select one of the
logged out
queue calls while they perform some other call
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After Call Work . Agents can be configured to be
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reason codes
from the phone system. Note that this is the default state
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Busy .
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Busy Alt-Queue . It is also used when the agent is being
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Busy Non-Queue .
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displayed on their phone to
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15-601130 Issue 1k (22 May 2009)
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