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Change Your Call Center State
While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To change your call center state: | Member of a call center |
To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Service Cloud Voice.
To avoid receiving calls when you do not want them, you can set your call center state next to the agent icon in the softphone. Possible values for call center state include:
| Call Center State | Description |
|---|---|
| Ready for Calls | You're not on a call, and you're prepared to receive the next direct or queued call. |
| Not Ready for Calls | You're not currently on a call, and you’re not prepared to receive the next queued call. In this state you can still receive calls that are dialed directly to your extension. |
| On a Call | You're currently connected to a caller and can’t receive either a direct or a queued call. |
| Wrap-Up | You're currently on a call, and you wish to go directly to the Not Ready for Calls state when the call is complete. |
| Log Out | You want to log out from your call center phone system and remain logged in to Salesforce. After you select this option, Salesforce CRM Call Center automatically closes the connection to your call center and displays the softphone login screen. |
When you first log in to Salesforce CRM Call Center, your call center state is automatically set to Not Ready for Calls. You must choose Ready for Calls from the dropdown list before you can receive any calls.
