| Status | Description |
| Answered | Agent phone was answered |
| Not Answered/No Answer | Agent did not answer the call on webrtc ( happens only if it is set to manual answer button) , or No response from agent toolbar |
| Interworking Unspecified | This cause is shown when the agent webrtc is not acknowledging incoming sip messages (does not accept offered call) |
| Invalid Number | In case agent logs in with a invalid number. This scenario occurs when the supervisor adds a number with invalid length or it is a PSTN number ( mobile/landline) but incorrectly formatted. |
| Busy | Agent phone is already busy on another call and a second call is offered. It can also occur if an agent is on a call on his number and gets released to ready state then another call is offered to the agent. |
| Unknown | The Agent messaging server does not get any response from the agent toolbar. This usually happens if agent toolbar lost connectivity and agent remains in a ready state on the system. |
Persona Engage (CCaaS): Agent Status Definitions
Administrator
Written By Lance Quimby (Administrator)
Updated at April 28th, 2023