/mcpDescription To From An agent transitions to NOT_READY if that agent changes state to NOT_READY while reserved in an Outbound Option Preview campaign. This state change is a pending state change. The agent does not transition to NOT_READY until the call is complete or the Outbound Option Preview reservation is closed or rejected. NOT_READY RESERVED_OUTBOUND _PREVIEW An agent transitions to TALKING when an Outbound Option call arrives at the agent. TALKING RESERVED_OUTBOUND _PREVIEW If an agent is on a call that is dropped, the agent transitions to READY (if the agent was in READY state before the call). READY TALKING If an agent is on a call that is dropped, the agent transitions to NOT_READY if that agent was in NOT_READY state before the call. NOT_READY TALKING If wrap-up is enabled, and the agent chooses NOT_READY while on a call, that agent enters WORK state after the call is dropped. WORK TALKING If wrap-up is enabled, an agent enters WORK_READY state after a call is dropped. WORK_READY TALKING An agent puts a call on hold and transitions to HOLD state. HOLD TALKING If an agent is connected to a held call and the call is dropped, the agent transitions to READY state (if the agent was in READY state before the call). READY HOLD If an agent is connected to a held call and the call is dropped, the agent transitions to NOT_READY state (if the agent was in NOT_READY state before the call). NOT_READY HOLD If wrap-up is enabled and an agent is connected to a held call that is dropped, the agent transitions to WORK state if the agent chose to go NOT_READY during the call. WORK HOLD If wrap-up is enabled and an agent is connected to a held call that is dropped, the agent transitions to WORK_READY state. WORK_READY HOLD When an agent retrieves a held call, the agent transitions to TALKING state. TALKING HOLD To leave WORK state, agents can set their state to READY. READY WORK Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 44 Cisco Finesse Desktop APIs User—Change Agent State