Agent state options
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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