Agent state indicators

MiCollab Client displays Enterprise presence (Non ACD) and extended ACD presence.

Extended ACD presence displays in MiCollab Client for all agents who are members of the same agent group(s) as the logged in employee. These states are:

Logged out
Not available for ACD (not present in any agent groups)
Available for ACD (logged in and idle)
Busy <reason> (logged in and busy)
- Busy – Outbound (making an outbound call)
- Busy – ACD (receiving an ACD call)
- Busy <Make Busy reason code name> (in MKB, including system MKB)
- Busy – Non-ACD (receiving a Non ACD call, such as a consultation call (pre-transfer) or a direct call to their agent DN)
Do Not Disturb - <DND reason code name> (logged in and in DND)
Unknown – this indicator may display following an MiContact Center Enterprise Service restart

Agent state indicators enable you to determine agent availabilityand display in both MiCollab Client and Ignite. When transferring calls, you can check the agent state indicator to see if the receiving agent is available before completing the transfer.

Note:

Ignite may remove voice agent presence if communication between the MiCollab Client and the MiCollab Client Server is lost. If this occurs, agents must manually reset presence once communication is restored.

Ignite displays the agent’s overriding state and the time spent in that state. If the length of time exceeds 24 hours, Ignite displays by days:hours:minutes:seconds. See "Getting started with Ignite (DESKTOP)" for an example of the Ignite Sidebar interface.

Agent overriding states, and their associated colors, include:

Ringing (Red)
ACD (Red)
ACD Hold (Red)
Non-ACD/Outbound (Blue)
Work Timer (Yellow)
DND (Red)
Make Busy (Yellow)
Not present in any agent group (Yellow)
Idle (Green)
Unknown (Gray)
Logged out (Gray)

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