Communication Manager notifies the deskphone of changes to the agent work state, agent login, or logout to account for situations such as the following:
When an agent state automatically changes to ACW after releasing or disconnecting the call, Communication Manager notifies the SIP phone of an agent state change to the Manual-in work mode.
When an agent in the Auto-in work mode disconnects an ACD call, Communication Manager notifies the SIP phone of an agent state change to Timed ACW.
When Maximum Agent Occupancy (MAO) is less than the threshold, Communication Manager notifies the SIP phone of an agent state change from AUX work to Available. The SIP phone displays the reason code for the state change.
When the administered forced logout from ACW or clock time for an agent is reached, Communication Manager plays a tone if the agent is on an ACD call. The agent can press logout-ovr to cancel the forced logout. If the agent does not press logout-ovr, a pending logout indication displays on the SIP phone and Communication Manager logs the agent out after the agent disconnects the ACD call.
When you administer an agent AUX work mode as interruptible, Communication Manager notifies the SIP phone if the agent state changes from AUX work to Available.
When agents in a particular skill or location are forced to logout or enter the AUX Work mode, Communication Manager notifies the SIP phone.
