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By default, with or without the Screen Lock for Vonage Contact Center extensionthe extension, when an agent's computer locks, the agent's state in ContactPad remains unchanged. Vonage Contact Center (VCC) will continue to deliver interactions based on the agent's ContactPad state. If the agent was available to handle interactions before their computer locks, Vonage Contact Center VCC may deliver interactions that the agent is not able to handle while their computer is locked.
Using the Screen Lock for Vonage Contact Center extension, an agent can ensure that their state is updated whenever their computer locks. The agent can choose from Away, Extended Away or Log Out states, plus any minor states within these major states. Changing the agent's state to one of these states will prevent Vonage Contact Center VCC from delivering interactions that the agent is unable to handle because their computer is locked.
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