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User Guide
  • Introduction
  • Version Control
  • Pre-Requisites
  • Getting Started
    • Login Screen
    • Two- Factor Authentication (2FA) Setup
    • 2FA Code Validation
    • Home Screen
    • Menu Navigation
  • Account Management
    • Managing Users
      • User Search
    • Switching the Account View
    • View Account Hierarchy
    • View Service Numbers
    • Managing Payphone Barring
    • Custom Email Settings
    • Site Branding
    • Two-Factor Authentication
      • Revoking 2FA
  • Call Barring
    • Add Call Barring
    • Remove Call Barring
  • Managing Service Numbers
    • Searching for Numbers
    • Selecting Numbers
  • Real-Time Dashboards
    • Getting Started
      • Updating The Current Dashboard
      • Creating a New Dashboard
      • Configuring Tiles
      • Add a New Tile
        • Available Tile Types
      • Managing Tiles
    • Individual Tile Configurations
      • Live Total Tile
      • Live Chart Tile
      • Live Call Outcome Tile
      • Live Top Accounts Tile
      • Live DCA Agent Status Tile
      • Live DCA Call Status Tile
      • Live Queue Tile
      • Favorite Numbers Tile
      • Message Board Tile
      • Live Active Call Status Tile
    • Reset Periods For Data
  • Service Manager
    • Quick Start Guide
    • Creating a Service Plan
    • Opening a Service Plan
    • Saving a Service Plan
    • Validating a Service Plan
  • Service Builder
    • Quick Start Guide
    • Toolbar Functions
    • Call Delivery
      • Call Delivery Options
        • Busy/Ring No Reply
        • Time of Day
        • Missed Call Alert
        • Record Call
        • Override CLI
        • Mid Call Divert
        • Call Whisper
      • Simple
      • Distribution
      • Queue
      • Simultaneous
    • Fax
    • Conference
      • Rooms
      • Host
      • Recording
    • IVR Menu
  • Service Designer
    • Quick Start Guide
    • Toolbar Functions
    • Sub Plans
    • Node Options
    • Dynamic Call Agent (DCA)
      • Creating DCA Services
      • Agent Status Codes
      • DCA Agent Console
    • Node Types
      • CLI Routing
      • Conference
      • Custom CDR
      • Date
      • Dates
      • Day
      • DCA
      • Delete Record
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      • Dynamic Audio
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      • If
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      • IVR Menu
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      • Send Email
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      • Set Variable
      • Special Day
      • Start
      • Sub Plan Start
      • Sticky Notes
      • Time
      • Time of Day
      • Update Record
      • Voicemail
      • Voice Capture
    • Print/Export
  • Managing Resources
    • Audio
    • Custom Service Variables
      • Using Send Post and Variables to Affect Call Flow
    • DCA Agents
    • DCA Skill Sets
    • DCA Skill Set Agent Manager
    • Services
      • Assigned Numbers
      • Bulk Number Assignment
      • Version History
      • Change Log
      • Assignment History
      • Bulk Configuration
    • Numbers
      • Managing Call Plans
      • Number Groups
      • Number Assignment History
      • Number Audit Log
    • Service Templates
    • Data Tables
      • Managing Records
      • Import/Export Records
      • Data Table Audit Logs
    • Phone Book
    • Origin List
  • Pulse Reporting
    • Navigating Pulse Reporting
    • How to set your search criteria
    • Scheduled Reports
    • Available Reports
      • Account Service Number
      • Accounts
      • Allocated Numbers
      • Call Records
        • Call Data
        • Queue Data
        • DCA Data
      • Call Summary
        • Calls
        • Outcome
        • Period
        • Minutes
        • Queue
      • Call Minutes By Account
      • DCA Agent Reports
        • Activity Logs
        • Performance
        • Status
      • DCA License Report
      • DCA Call Detail
      • DCA Number Performance
      • DCA Number Performance Interval
      • DCA Skill Set
      • DCA Skill Set Interval
      • Detailed Call Statistics
      • DTMF Data
      • Feature Usage
      • IVR Script Logs
      • Longest Call
      • Multiplan Audit
      • Service Number Audit
  • Settings
  • Logging Out
  • Platform Features
    • Feature Summary
    • Inbound Fax
    • Mid Call Divert/Mid Call Conference (and Speed-Dial)
    • Call Whisper
    • Conferencing
    • Percentage Distribution Algorithm
    • Call Queuing
    • Call Recording
    • Outbound Call
    • Post Call
    • Mid Call Breakout
    • Default Audio
    • IVR Voicemail Retrieval Telephone Service
    • IVR Service Switcher ("Disaster Recovery") Service
    • Dynamic Call Agent (DCA)
  • Data Retention Policy
  • Videos
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  1. Service Designer
  2. Dynamic Call Agent (DCA)

Agent Status Codes

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Last updated 11 months ago

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Agents can manipulate their status using the portal, or an Administrator can override their status in the in Service Designer. Status Codes marked 'Platform Only' are set by the platform when an Agent has adopted a particular status that is usually dictated by call behaviour. The Agent Status Codes are used for reports and dashboard widgets.

Status Code

Status Name

Platform Only

1

Signed Out

No

2

Signed In

No

3

Ready

No

4

Not Ready

No

5

Forced Not Ready

Yes

6

Ringing

Yes

7

In a Call

Yes

8

Busy

Yes

9

Transferring Call

Yes

10

In a Transferred Call

Yes

11

Wrap Up

Yes

12

Additional Wrap Up

No

13

Comfort Break

No

14

Responding to Written Request

No

15

Outbound Call

No

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