Voice Contact States

Voice contact states are initiated by the Webex Contact Center system and change as you process calls. For example, when a voice contact card appears into your Active Contact List, your current status displayed in the center panel of the Agent Desktop changes to Ringing. When you answer the call, your current status changes to Connected.

Voice contact states differ depending on whether you are communicating with a customer on Line1 or another person (such as another agent or subject-matter expert) on Line2.