Phone States

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
	Idle	Supervisor is not on a call (phone is on-hook).
	Busy	Supervisor is on a call (phone is off-hook).
	Ringing	A call is being delivered to the supervisor (phone is in alerting state).
	Do Not Disturb	Supervisor has enabled the Do Not Disturb service.
	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.
	Call Forwarding Always	Supervisor has enabled the Call Forwarding Always service.
	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.