Phone states show the state of the monitored agent’s telephone line or the supervisor’s telephone line.
For supervisors, the phone states are displayed as follows:
| Icon | Phone State | Description |
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Idle | Supervisor is not on a call (phone is on-hook). |
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Busy | Supervisor is on a call (phone is off-hook). |
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Ringing | A call is being delivered to the supervisor (phone is in alerting state). |
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Do Not Disturb | Supervisor has enabled the Do Not Disturb service. |
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Private | Supervisor has enabled phone state privacy.NOTE: This terminates monitoring of the supervisor’s phone state for the current session. To monitor their phone state again, you must sign out and then sign in after the supervisor has disabled privacy. |
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Call Forwarding Always | Supervisor has enabled the Call Forwarding Always service. |
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Unknown | Supervisor is currently not monitored. |
For Agents, the phone states are combined with their ACD states and are displayed as follows:
| Phone State | ACD State | Icon | Description |
| Idle | Available |  |
Agent’s phone is on-hook and the agent is available to take ACD calls. |
| Ringing | Available |  |
Agent’s phone is ringing and the agent is available to take the call. |
| Any | Unavailable, Sign-in, Sign-Out |  |
Agent is not available to take ACD calls. |
| Idle, Ringing | Wrap-Up |  |
Agent is performing post call work. They may or may not be available to take calls. |
| Busy | Available, Wrap-Up | |
Agent’s phone is off-hook, which means that the agent is on a call.Calls may be delivered to agents depending on their call waiting settings and the call center’s call waiting and wrap-up settings. |
| Do Not Disturb | Any |  |
Agent has enabled the Do Not Disturb service.ACD calls are not delivered to an agent in the Do Not Disturb call state.
This state is not recommended for Call Center agents. Agents should use the Unavailable ACD state when they need to block new incoming calls temporarily. |
| Call Forwarding Always | Any |  |
Agent has enabled the Call Forwarding Always service. |
| Private | Any |  |
Agent has enabled phone status privacy.NOTE: This terminates monitoring of the agent’s phone state for the current login session. To be able to monitor their phone state again, you must sign out and then sign in after the agent has disabled their phone state privacy. |
| Unknown | Any |  |
Agent is currently not monitored. |