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Old 05-04-2010, 12:53 AM
alexsafonov alexsafonov is offline
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you can use doc 07-300061 "Avaya Communication Manager Call Center Software
Basic Call Management System (BCMS) Operations"

As for your question: State - The current work state for the agent. Possible work states are Avail,ACD, ACW, AUX, Extn, and Other. Unstaffed agents do not display on the report. When the system time is changed, agents are in the INIT state. Each agent remains in the INIT state until that agent takes a call or pushes a work mode button.
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