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During an active call (either the agent is talking or in a hold state), the agent can release a call. As the agent releases a call, he/she goes to the same state he/she was in before making the call. Normally, this is a “Not Ready” state as the agent can make a call only in a Not Ready State. Not Ready Reason Code is shown on the CTI toolbar message as follows:
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When a call is active, an agent can make a blind transfer call by entering the extension in the Work Edit box and clicking the blind transfer button.
Blind transfer is done and the agent is in a wrap-up state now. To logout, the agent goes to the “Not Ready” state first if currently in the “Ready” state. After clicking not ready state button, a wrap-up list of values pops up to enter the not ready reason code as follows:
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The agent enters the extension in the Work Edit box and clicks the consult transfer button. This call goes to the ringing state, On the other hand, this consult call is treated as a New Incoming Call for another agent. After he/she receives a consult call, the CTI Toolbar looks as follows:
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The Conference call button is enabled, now. An agent can conference call to the same agent he made a consult call to. There is no need to enter an extension in the work edit box in the case of a conference call.
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There may be some unexpected scenarios when the agent sees unfamiliar messages on the Siebel CTI Toolbar or the Siebel CTI Toolbar can’t function normally. All Unexpected Scenarios are covered in Siebel CTI Connector - Unexpected Scenarios.