This document describes why Cisco Agent Desktop goes into the
Work State instead of the Ready State after
it finishes a call and disconnects.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
Cisco CallManager 3.2.x
Cisco CRS 3.x
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
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After the Agent finishes a call and disconnects, Cisco IP Integrated
Contact Distribution (IP ICD) puts the agent in the Work
State, as shown in Figure 1.
Figure 1: Cisco Agent Desktop - "Work State"
Ideally, the IP ICD should put the agent in a Ready
State when the agent finishes a call, as shown in
Figure 2. Instead, the agent is placed in the
Work State. The agent then has to manually put themself into
the Ready State.
Figure 2: Cisco Agent Desktop - "Ready
This problem is a configuration issue. There are two parameters that
control the agent state after a call is finished and disconnected. One is the
Automatic Available parameter in the Resources
Configuration, and the other is the Automatic
Work parameter in the Contact Service Queue
The Resources Configuration area of the IP
ICD Configuration Web page displays the agent state, as shown in
Figure 3. If Automatic Available
is enabled, Cisco IP ICD puts the agent into the Ready State
after the agent finishes a call and disconnects.
Figure 3: Cisco IP ICD Resources
In Figure 4, the information displayed in
the Contact Service Queues Configuration area of the IP ICD Configuration Web
page shows that if Automatic Work is enabled, Cisco IP ICD
puts agents into the Work State after the agent finishes a
call and disconnects.
Figure 4: Cisco IP ICD Contact Service Queues
If both are configured, Automatic Work in the Contact
Service Queues Configuration overrides Automatic Available in
the Resources Configuration. Therefore, if an agent finishes a call and
disconnects, Cisco IP ICD puts the agent into the Work State.
Table 1 displays the relationship between the
Automatic Work, Automatic Available, and Agent State.
Table 1: Relationship Among Automatic Work, Automatic Available,
and Agent State