As an administrator you can create further agent status values.
To create a new agent status, access ACD - Agent Status in the main menu and click on New in the toolbar. Provide the following information:
Status | The name of the ACD agent status value |
Status (short) | A short name for the status value (is used when space is |
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 |
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. |
Font Colour | The colour used for the font. Enter a 6 digit hey value (RGB), preceeded #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: |
Background Colour | The status background colour See the description for the font colour. |
DTMF-Input | In order that agents can change status over the telephone, a DTMF |
Prompt File | Choose a voice prompt which should be played for this status. |
After entry click on Save. You will return to the overview table of the agent status values.