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Agent state options

Suggest edit Updated on October 12, 2021

You can configure the following agent state options that are available on the telephony toolbar. Do not select these options for Amazon Connect.

Specify Reason on Logout
If selected, the agent-state menu on the telephony toolbar allows the user to specify a reason when logging out of CTI. The Reason is presented as a sub-menu of the Logout option.
Specify Reason on Unavailable
If selected, the agent-state menu on the telephony toolbar allows the user to specify a reason (or reason code, depending on the switch) when the agent switches to an Unavailable state. The Reason is presented as a sub-menu of the Unavailable menu.
Specify Work mode on Available
If selected, the agent-state menu on the telephony toolbar allows selection of a work mode (Auto In or Manual In) when the agent switches to an Available agent state. This option is used with Avaya CM switches.
Allow Logout while Available
If selected, the agent-state menu on the telephony toolbar allows the agent to select logout from an available or ready state.
Allow ACW when not on Call
This option allows user to request to go ACW when not on a call if supported by CTI provider.
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