Help Center/ Cognitive Engagement Center/ API Reference/ Agent Workbench Interface Reference/ Appendix/ Agent Status
Updated on 2023-09-27 GMT+08:00
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Agent Status

Table 1 CC-Gateway status

Status Value

Description

0

Unknown, corresponding to state 9 on the CTI platform.

1

Sign-in state. This value is reserved.

2

Sign-out state, corresponding to state 0 on the CTI platform.

3

Busy state, corresponding to state 7 on the CTI platform.

4

Idle state, corresponding to state 1 on the CTI platform.

5

Wrap-up state, corresponding to state 6 on the CTI platform.

6

Same as the idle state. This value is reserved.

7

Talking state, corresponding to states 2, 3, 4, and 5 on the CTI platform.

8

Rest state, corresponding to state 8 on the CTI platform.

9

Pre-rest state.
Table 2 CTI platform status

Status Value

Description

0

Not signed in.

1

Idle state.

2

Preoccupied state.

3

Occupied state.

4

Answering state.

5

Talking state.

6

Post-event wrap-up state.

7

Busy state.

8

Rest state.

9

Study state.
Table 3 Agent status

Status Value

Description

1

Idle state.

2

Wrap-up state.

3

Rest state.

4

Busy state.

5

Playback state.

6

Outbound call state.

7

Occupied state.

8

Request response.

9

Talking state.

10

Three-party call.

11

Hold state.

12

Mute state.

13

Help seeking state.

14

Talk transfer state.

15

Inserting state.

16

Listening state.

17

Whispering state.

255

Abnormal state.
Parent topic: Appendix