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As

an

a client administrator, you can create

further agent status values

additional statuses.

To

create a new agent status, access ACD -

do this, select ACD — Agent Status in the main menu and then click

on

New in the toolbar.

Provide

Specify the following

information

fields in the Master data tab:

Status

The name

Name of the

ACD agent status value

status - this field is mandatory

Status (short)

A short

Short name

for

of the status

value (

This is used

when space is
reduced, for example in agent home)

Settable by Agent

Whether agents and supervisors can set this status themselves.

Logged-In

Agents with this status are logged into the ACD.

In Location

Agents with this status are present and in the mani location of work.

Pause

Agents with this status are currently on a break.

Calls

Agents with this status receive incoming calls.

Post Call

The agent is completing post call work.

Voice Mail

Agents with this status receive voice mails as media events.

Outbound

Agents in this status are ready to receive calls for an outbound
campaign.

Fax

Agents with this status receive incoming faxes as media events.

Callback

Agents with this status receive callback requests as media events.

SMS

Agents with this status receive SMS as media events.

Distribute During Call

If media events are also distributed when the agent is on a call.

The colour used for the font. Enter a 6 digit hey value (RGB), preceeded
by a #. Examples:

#FFFFFF — white.

#000000 — black.

#FF0000 — red.

#00FF00 — green.

#0000FF — blue.

You can also use names when selecting colours (without a # prefix).

See also the following URL:
http://www.w3schools.com/html/html_colornames.asp

in case of reduced display space, e.g. in Agent Home, in the Agent or Team tab to inform about the status of the agent.
Status (abbreviation)	The status abbreviation has 2 letters or numbers and is displayed in the Agent Home or Mini Client in the agent status bar.
Foreground color	Status color, foreground. Input of a 6-digit hex value for the colour code (RGB), preceded by #. Examples: #FFFFFF - white #000000 — black #FF0000 — red #00FF00 — green #0000FF — blue You can also use the name of the color (prefixed without #) See also the following URL: http://www.w3schools.com/html/html_colornames.asp
Background color	Status color, background. Input of the 6-digit hex value (RGB), preceded by #. Examples: #FFFFFF - white #000000 — black #FF0000 — red #00FF00 — green #0000FF — blue You can also use the name of the color (prefixed without #) See also the following URL: http://www.w3schools.com/html/html_colornames.asp
Restrict to specific ACD groups	If checked, the visibility of the status will be restricted to certain ACD groups - only agents who are members of the selected groups will see the status. The groups are configured in the Restricted Groups tab.
Setable by agent	Whether agents or supervisors can set this status. If not set, the status will be restricted to certain system operations, such as automatically logging an agent out.
Logged on	The agent is logged in. The time in this status is counted as login time in the statistics and reporting.
Present	The agent is present. The time in this status is counted as present time in the statistics and reporting.
Holiday	The agent is on holiday.
Break	The agent is on a break / pause. The time in this status is counted as break time in the statistics and reporting.
Calls	The agent receives calls in this status.
Postprocessing	The agent is in post-processing (after call work).
Voice-Mail	The agent receives voice mails as media events in this state.
Outbound	The agent is ready to make phone calls for an outbound campaign.
Fax	The agent receives incoming faxes as a media events in this state.
Callback	The agent receives callback requests as media events in this state.
SMS	The agent receives SMS as media events in this state.
E-Mail	The agent receives emails as media events in this state.
Quick Status Buttons (Supervisor)	If this option is set, the status will be available to supervisors in the All Agents and Active Agents tabs, in the change status column.
Assign during call	Media events are also distributed to agents during a call in this state (i.e. the telephone status of the agent is irrelevant when media events are distributed)

Background Colour

The status background colour See the description for the font colour

.
DTMF-Input	In order that agents can change their status

over the

via telephone, a DTMF

key must be assigned to the status. This key is then

used

active when

choosing

selecting the status

using

via the telephone menu.

Prompt File

Choose a voice prompt which should be played for this status.

Call forwarding

If this parameter is switched on, status-based call forwarding is switched on when an agent changes to this status.

Otherwise, status-based forwarding is turned off. Status-based call forwarding is configured here: User administration and here:

Client master data and requires a TAPI based PBX connector.

Announcement file

Select an announcement file that informs the agent of his status. This file is used

in

by the telephone menu

to prompt

for

this status
in

the

menu, and also when the

agent

is logged in with this status

.

If no file is

provided there, then agents will not hear what status they
currently have over the telephone.

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