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You can manually change your state at any time—the available states vary depending on your current activity; for example, if you are on a call, you can only change your state to Wrap Up (Manual). (If intended states are enabled for your account, other states are available while you are handling an interaction. For information about intended states, see Changing states). If you manually change your state, you will remain in that state permanently, until you manually change it again.
Your state can also change automatically. For example, when you click Release in ContactPad or hang up your phone to end a call, Vonage Contact Center changes your state to Wrap Up (Auto) for a configurable period of time, after which your state changes to Ready or as configured in State after wrap in an Automatic Call Distributor (ACD) applet.
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| Vonage Contact Center logs all changes in state for reporting purposes. |
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To change state, simply select an available minor state in the state bar. (You can also click Ready to change your state to Ready.) Each state appears in the color of its parent state:
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Depending on your browser, you may not always see the color. Some earlier browsers just show a colored frame around the state bar, for example. |
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If enabled for your account, you can change your intended state while in a Busy Inbound or Busy Outbound state. (If this feature is not enabled, you can only change your state to Wrap Up (Manual) while in a Busy state.) Your state does not change immediately. When you finish working with the interaction, your state changes to Wrap Up (Auto) and then your chosen intended state. If you are using disposition codes, see the Changing states and enforced disposition codes section later in this page.
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