The following table describes the methods an agent can use on CS 1000 endpoints to become unavailable for calls:
Method
Description
Logging out
The agent becomes unavailable for calls when the agent logs out.
Pressing the Not Ready key
The agent can press the Not Ready key to complete the work related to the previous call or for other purposes, such as having a lunch break.
If configured, the CS 1000 phone can prompt for an activity code when an agent goes into the inactive state or leaves. If activity codes are required, the Activity Code lamp or icon flashes. The agent presses the Not Ready key, enters the code, and presses the key again to confirm the operation.
The agent can start the transition into the unavailable for calls state by pressing the Not Ready key while on a call. The agent goes into the unavailable state when the call ends.
While the agent remains in the unavailable for calls state, the Not Ready lamp or icon is lit.
Automatic transition
The CS 1000 endpoint can automatically answer calls received through the Automatic Call Distribution (ACD) process also known as the Call Forcing. As a part of this capability, the CS 1000 allows the call center to provide a timed pause between releasing a call and taking new calls. When ending a call, the agent can use up to two timers to delay receiving a call.
The first delay timer provides a time interval between the moment the agent ends the call and the moment the agent becomes available.
The second delay timer ensures that during a forced answer procedure a caller receives a programmable number of ringback cadences before the caller is connected to the agent.
In this case, no action is required on the agent’s side, and no lamp or icon is lit. The agent simply ends the current call and has a short interval before a new call appearance.
