Queue Modes and Agent Statuses

Auto-allocation mode:

An inbound call automatically directed to you from the queues to which you are logged on. Each call is offered separately to the users who are serving the queue and it is based on queue routing. For example, a call can be offered to a user who has been free for the longest time or is the most suitable to handle the call based on the skill levels.

Hunt group mode:

You can choose any inbound call from the queues you are currently logged on to. For example, you can choose a call with a high priority from a specific queue. If you use the MTD function, this mode is not recommended.

Ready:

You are able to take queue calls and receive direct calls.

Not ready:

You are temporarily not able to take queue calls but you are able to receive direct calls. You may also get this status automatically. In this case, you must always choose the Ready status manually unless administrators have defined that you enter into the Wrap-Up status after Not Ready. Administrators can also define that you are not able to change the Ready status to the Wrap-Up status manually.

The following cases may activate the automatic not-ready-status:

• When you cannot answer a call within the timeout limit or you must reject it for some reason. Administrators also define how long an inbound auto-allocation queue call waits until it is considered rejected.

• When you log on to CDT

• When you are classifying a call

Automatic not-ready-status cannot be used with warm transfers.

Wrap-up:

You are temporarily not able to take queue calls, but you are able to receive direct calls. This is a special status and currently you cannot select it manually. After this status the Communication Desktop (CDT) application gives you the Ready status automatically. Administrators can define how long agents have the wrap-up status when they have disconnected a queue or personal call.

Away:

You have activated an absence profile.