| Major state | Minor state | Value | As appears in ContactPad | Description | Automatic or manual (if manual, agents can select state themselves in ContactPad) | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| LoggedOut | ||||||||||||||||
| LoggedOut | -16 | Log Out | Agent is logged out of ContactPad. If the agent is logged out, the agent cannot see the state in ContactPad as the login screen appears. When logged in to ContactPad, the agent can click Log Out in the list of states in ContactPad to log out. | Manual | ||||||||||||
| WrapUp | ||||||||||||||||
| Wrapup | 0 | Wrap Up (Auto) | When an agent or caller ends an interaction, Vonage Contact Center automatically changes the agent's state to Wrapup. While in Wrapup state, agent cannot receive any inbound interactions and can use this time to complete any activities related to the interaction. | Automatic | WrapupManual | 5 | Wrap Up (Manual) | Agent can—if enabled for their account—manually change their state to WrapupManual, making themselves unavailable for new interactions. | Manual | |||||||
| WrapupTransferred | 1 | Call Transfered | When an agent transfers an interaction to another agent, Vonage Contact Center automatically changes the agent's state to Wrapup. While in Wrapup state, agent cannot receive any inbound interactions and can use this time to complete any activities related to the interaction. | Automatic | ||||||||||||
| Ready | ||||||||||||||||
| Ready | 16 | Ready | Agent is ready and available to handle interactions. Vonage Contact Center sets state automatically after when automatic wrapup times out. | Both | ||||||||||||
| Busy | ||||||||||||||||
| BusyIncoming | 32 | Busy Inbound/On incoming call | Agent is busy on an inbound interaction. | Automatic | ||||||||||||
| BusyOutgoing | 33 | Busy Outbound/On outgoing call | Agent is busy on an outbound interaction. | Automatic | BusyExternal | |||||||||||
| 34 | Not in use—appears in Stats and Reports but contains no data. | BusyNetworkBusy | 35 | Not in use—appears in Stats and Reports but contains no data. | BusyTransferIn | 36 | Transfer In | Agent is busy on an interaction transferred to them by another agent. | Automatic | |||||||
| BusyInternal | 37 | Busy Internal | Agent is consulting with a second agent. | Automatic | BusyInReturn/BusyOutReturn | 38/40 | Busy In Return/Busy Out Return | A mid-call payment session has ended—state depends on whether the original call was outbound (Busy Out Return) or inbound (Busy In Return). | Automatic | BusyPaymentIVR | 39 | Busy Payment IVR | Agent has transferred the customer to the mid-call payment system. Theagent | cannot perform any tasks in ContactPad while in BusyPaymentIVR state. | Automatic | |
| BusyCallback | 41 | Busy Callback | Agent is making a queued callback.| Note | | Automatic | |||||||||||
| Away | ||||||||||||||||
| Away | 48 | Away | Agent is away from their phone and is unavailable for interactions. | Manual | ||||||||||||
| AwayBreak | 49 | Break | Agent is away from their phone for a break and is unavailable for interactions. | Manual | ||||||||||||
| AwayComfortBreak | 50 | Comfort Break | Agent is away from their phone for a comfort break and is unavailable for interactions. | Manual | ||||||||||||
| ExtendedAway | ||||||||||||||||
| XAway | 64 | Extended Away | Agent is away from their phone for an extended duration and is unavailable for interactions. | Manual | ||||||||||||
| XAwayLunch | 66 | Lunch | Agent is away from their phone for lunch and is unavailable for interactions. | Manual | ||||||||||||
| XAwayMeeting | 68 | In Meeting | Agent is away from their phone for a meeting and is unavailable for interactions. | Manual | ||||||||||||
| XAwayPaperwork | 65 | Paperwork | Agent is away from their phone to do paperwork and is unavailable for interactions. | Manual | ||||||||||||
| XAwayTeamMeeting | 69 | Team Meeting | Agent is away from their phone for a team meeting and is unavailable for interactions. | Manual | ||||||||||||
| XAwayTraining | 67 | Training | Agent is away from their phone for training and is unavailable for interactions. | Manual | ||||||||||||
| ReadyForOutbound | ||||||||||||||||
| ReadyForOutbound | 128 | Ready For Outbound Ready (Offline) | Agent has clicked Make Call in ContactPad and is ready to make an outbound call. | Automatic | ||||||||||||
| Unexpected | ||||||||||||||||
| UnexpectedLineBusy | 144 | Line busy | Agent's phone line was busy. | Automatic | ||||||||||||
| UnexpectedNoAnswer | 145 | No Answer | Agent did not answer inbound call. | Automatic | ||||||||||||
| UnexpectedProhibitedEmergency | 149 | Prohibited Emergency | Agent dialed an emergency number listed in the System Settings configuration. | Automatic | ||||||||||||
| Fault | ||||||||||||||||
| FaultLine | 160 | Fault On Line | There was a fault on the agent's line. | Automatic | ||||||||||||
| FaultCongestion | 161 | Network Congestion | The agent's line was congested. | Automatic | ||||||||||||
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