/mcpUsers can be in the following states while on a call. However, users cannot place themselves in these states. For example, agents cannot change their state to TALKING. Agents enter TALKING state when they answer a call. • RESERVED • RESERVED_OUTBOUND • RESERVED_OUTBOUND_PREVIEW • TALKING • HOLD • WORK • WORK_READY RESERVED_OUTBOUND user state: Users who belong to Outbound Option skill groups transition from READY state to RESERVED_OUTBOUND state when those users are reserved for Progressive or Predictive Outbound Option calls. In a Unified CCE deployment, users can change their state to READY or NOT_READY to exit this state. If not ready reason codes are configured, users must specify a reason code to transition to NOT_READY state. If the user does nothing and then the call is transferred to the user, the user transitions to TALKING state. If the call is not transferred to the user, the user transitions back to READY state. In a Unified CCX deployment, users cannot change their state to exit RESERVED_OUTBOUND state. If auto-answer for the predictive or progressive call is not enabled and the agent does not answer the call, the agent transitions to NOT_READY state. If the call does not reach a voice contact or if the reservation timer on Unified CCX expires, the agent transitions to READY state. RESERVED_OUTBOUND_PREVIEW user state: Users who belong to Outbound Option skill groups transition from READY state to RESERVED_OUTBOUND_PREVIEW state when they are reserved for Outbound Option Preview or Direct Preview calls. Users cannot set their state to RESERVED_OUTBOUND_PREVIEW. In a Unified CCE deployment, users can click Close or Reject on the Outbound Option dialog. Changing the user's state to READY or NOT_READY does not generate a state change notification but does affect the user state when the call is complete. For example, if the user selects NOT_READY state while in RESERVED_OUTBOUND_PREVIEW state, the user transitions to NOT_READY state after clicking Close or Reject. In a Unified CCX deployment, users cannot change their state directly when in RESERVED_OUTBOUND_PREVIEW state. The state can only be changed by issuing a Dialog Accept, Close, or Reject request or when the reservation call times out. WORK and WORK_READY user states: A user is in WORK or WORK_READY state during wrap-up. A user is placed in WORK state when the user is set to transition to NOT_READY state when wrap-up ends. A user is in WORK_READY state when the user is set to transition to READY state when wrap-up ends. A user transitions to WORK state for the following reasons: • The user was in NOT_READY state before taking a call. • The user set a state of NOT_READY while in TALKING state. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 46 Cisco Finesse Desktop APIs User—Change Agent State