Supervisor Desktop - Outbound Call - Status Not Ready

[Luis Sanchez]

When agents make an Outbound call on their ACD line, the Supervisor Desktop shows the Reason Code as Not Ready (Offhook).  I would like it to show up as Not Ready (Talking).

The summary section also shows the Agent in the Agents Not Ready counter instead of the Agents Talking counter.

Any reasons as to why this is happening?  Can I change it?

[Jonathan Schulenberg]

The Talking state is used only for an incoming ACD call. Everything else will be Not Ready. Sorry, the behavior is not configurable in CCX.

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[Luis Sanchez]

That seems odd.  So a quick look at the summary section that shows Agents in Ready vs Agents Talking vs Agents Not Ready is not that useful.  It doesn't tell the true story.