How do I change my state?
When you first log in to ContactPad, you are in the Ready state. This state means that you are available to receive calls.
...
| Info |
|---|
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. |
| Note | ||
|---|---|---|
| ||
If you are inactive in ContactPad—that is, you do not change state or work with any interactions—for 12 hours or more, VCC will log you out of ContactPad. In Dashboards, you will appear exactly as you did before being logged out. Also, VCC can still route interactions to you if you were previously available to handle interactions. If you are likely to be inactive for 12 hours or more, we recommend that you log out until you need to use ContactPad again. |
What happens if I do not answer my phone?
If you are in Ready state but do not answer your phone, Vonage Contact Center changes your state to No Answer. Depending on your account settings, you remain in a No Answer state either for a configured period of time or indefinitely. If you remain in No Answer state indefinitely, you must change your state to Ready to receive any future calls.
How do I change my intended state?
An intended state is the state you want to be in after your current interaction.
...
You can see your intended state. Your intended state appears in gray text in the list of states. In the example, the agent's intended state is Lunch. When the agent's current interaction ends and has a disposition code (if enforced), the agent's state will change to Lunch.
Changing states and enforced disposition codes
If the enforced disposition codes feature is enabled for your account, when you finish working with the interaction, your state changes to Logging the call. When you set the disposition code for the interaction, your state changes to a Ready state, or, if set, your intended state, bypassing the Wrap Up state. If you set the disposition code while working with the interaction, your state changes to a Ready state, or, if set, your intended state, as soon as the interaction ends.
...