In an IPCC Enterprise, when does the Agent become available?What is the difference between Agent Ready state and Agent Available.
The agent has logged on to the ACD. It does not necessarily indicate that the agent is ready to accept calls.
The agent has logged out of the ACD and cannot accept any additional calls.
The agent is unavailable for any call work.
The agent is ready to accept a call.
The agent is currently talking on a call (inbound, outbound, or inside).
The agent is performing after call work, but will not be ready to receive a call when completed.
The agent is performing after call work, and will be ready to receive a call when completed.
The agent is busy performing a task associated with another active SkillGroup.
The agent is reserved for a call that will arrive at the ACD shortly.
The agent state is currently unknown.
The agent currently has all calls on hold.
From the CTIOS Developers Guide.