Avaya IP Office - Agent State (System)

CCR 1.0 User Guide Page 42
15-601130 Issue 1k (22 May 2009)IP Office
3.4 Agent State (System)
Agent State (System)
· This statistic is only available for agents.
· It shows the agent activity across all queues to which the agent belongs, ie. the whole system.
· The related statistic Agent State (System) Time can be used to show how long each agent has been in their
current state.
· The possible agent states on the system are listed below. They are listed in order of priority, from the highest priority
downwards. The priority is important if the agent belongs to several queues and has a different current state in each of
those queues.
State
Meaning
Busy
On a call targeted to a queue.
Busy Non-Queue
On a direct call or picked up call.
Holding
With a call on hold.
Ringing
Alerting with a queue call.
Ring Non-Queue
Alerting with a non-queue call.
Busy NA
In Busy Not Available status.
Available
Logged in but not on a call.
ACW
In After Call Work State.
Present
Logged in but disabled from all queues.
Logged Out
The agent has logged out.
Additional Information
Statistic can include additional information, indicated by a red corner icon. Place your cursor over the icon to display
the addition information. This type of information is updated approximately every 5 seconds.
Information
Shown for:
Number
Displayed for ringing, busy and hold states.
Internal or External
Inbound or Outbound
Busy NA Reason
Displayed for the Busy NA state. The individual reasons are configured by the IP Office
phone system maintainer. A reason is selected by the agent when going they go into
Busy NA state.
Settings
This statistic has no customizable settings.
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