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The following table lists additional agent states/work modes that may display.
Agent state/
Description
work mode
Unstaffed (Agent State).
UNSTAF
The agent is not logged in and being tracked by CMS.
The agent is on a direct agent ACD call.
DACD
The agent is in the after call work state for a direct agent ACD call.
DACW
The agent is doing other work. If an agent is working in three splits/skills and
OTHER
receives a call from one, the ACD puts the agent in OTHER for the other two.
CMS does not recognize the current state. Unknown remains until the condition is
UNKNOWN
cleared, and/or the agent completes the current ACD call and any current ACW,
or a current agent state message is sent to CMS from the communication server.
The time a call rings at an agent's telephone after leaving the queue and before
RING
the agent answers.
Trunk states
Trunk State indicates the current status of a specific trunk, or the ability to change that
state. Trunk states are:
Trunk State
Description
The trunk is waiting for a call.
Idle
The trunk is seized by an incoming or outgoing call.
Seized
An ACD caller has the trunk and is waiting for the agent to answer.
Queued
The agent and caller are connected in an ACD call.
Conn
The queued caller has just abandoned the call.
Abandoned
A queued call has been intraflowed outside the ACD or has been interflowed to
Fwrd
another PBX/communication server.
Maintenance Busy, or out of service for maintenance purposes.
Mbusy
The agent has put the call on hold.
Hold
Distributing and handling calls
Issue 1.0 May 2003
41
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