LINEAGENTSTATE_ Constants

The LINEAGENTSTATE_ constants list the state of an agent on an address.

LINEAGENTSTATE_LOGGEDOFF

No agent is logged in on the address.

LINEAGENTSTATE_NOTREADY

The agent is logged in, but occupied with a task other than serving a call (such as on a break). No additional calls should be routed to the agent.

LINEAGENTSTATE_READY

The agent is ready to accept calls.

LINEAGENTSTATE_BUSYACD

The agent is busy handling a call routed from an ACD queue.

LINEAGENTSTATE_BUSYINCOMING

The agent is busy handling an inbound call that was not transferred to the agent from an ACD queue in which the agent is logged in.

LINEAGENTSTATE_BUSYOUTBOUND

The agent is busy handling an outbound call, such as one routed from a predictive dialing queue.

LINEAGENTSTATE_BUSYOTHER

The agent is busy handling another type of call, such as an outbound personal call not transferred to the agent by a predictive dialer. This value may also be used when the agent is known to be busy on a call but the type of call is unknown.

LINEAGENTSTATE_WORKINGAFTERCALL

The agent has completed the preceding call, but is still occupied with work related to that call. The agent should not receive additional calls.

LINEAGENTSTATE_UNKNOWN

The agent state is currently unknown, but may become known later. This may be a transitional state when a line or address is first opened.

LINEAGENTSTATE_UNAVAIL

The agent state is unknown and will never become known. In LINEADDRESSSTATUSGM12S3, this condition may also be represented by the dwAgentState field being set to 0.

The upper 16-bits of this set of constants are reserved for device-specific extensions.