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