Avaya Interaction Center, Programmer'S Manual, Page: 17 / 138

Phone states
Issue 2.1 August 2003 17
Phone states
Some telephone switches support a variety of states for ACD phones, inclluding Ready,
Busy, and WrapUp, and can provide statistics on the time spent in each state. Other
switches cannot support these states, or the rules may vary.
The VTel configuration file (see Configuring VTel on page 33) accommodates and supports
the variation among switches. Each installation will require its own description of possible
phone states and transitions between them.
Note:
Note:
The terms used to describe phone states vary from call center to call center.
For example, Ready may be known as
Available , Busy as Auxiliary Work or
Idle , and WrapUp as After Call Work .
An ACD phone can be in one of three states:
●
the Ready state, which makes the phone available to receive another call
●
the Busy state, which prevents the queue from sending a new ACD call, but will
generally allow new direct calls if additional inbound line appearances are available
●
the WrapUp state, which follows completion of a call (on hook, hangup) and where the
agent is still processing information related to that call or customer
When the phone is in WrapUp state, it is usually implicitly busy and will not accept another
ACD call, but will accept direct calls if additional inbound line appearances are available.
For direct calls, it is possible to set some phone switches into WrapUp mode, but this is not
generally available.
While a direct call is active, you generally cannot make the phone Ready for another ACD
call. Although VTel may remain in the Ready state, the switch will prevent the queue from
dispatching another call until the phone is idle.