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2 - current status indicator
Fig. 1. Status panel
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| Status | Description |
|---|---|
| Do not disturb (DnD) | Is used only for "user" role. Does not impact the work of an agent. If the mode is set, then the user will not receive calls from the internal line. |
| Ready | The agent in this status will receive internal calls. |
| Callcenter | The agent in this status will receive calls from queues (DnD must be disabled). |
Fig. 2. Status panel of an agent
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| Status | Description |
|---|---|
| Waiting | The agent in this state can receive calls from queues. |
| Pause | The agent in this status will not receive calls from queues. |
| Callcenter | The agent in this status will receive calls from queues. |
Fig. 3. Agent in "Callcenter" mode
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You need to open the "System Designer" (Fig. 8).
Fig. 8. Open System designer
In the system designer, find the "System settings" section (Fig. 9), and open the "Lookups" subsection.
Fig. 9. Lookups subsection
In the section, find the lookup "User statuses while exchanging messages" (Fig. 10).
Fig. 10. Lookup "User statuses while exchanging messages"
The directory displays a list of causes for user states (Fig. 11).
Fig. 11. Add a status
By clicking on the "Add" button, you can add a new cause for the state (Fig. 12). You need to fill in the values in the "Name" and "Code (displayed in CTI)" fields, as well as select the state User status for which the cause is added - "Pause".
| Warning | ||
|---|---|---|
| ||
To add a cause for a break in the lookup, select "Pause" - "Webitel". |
Fig. 12. User statuses
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