Person symbol
These rules apply to the person symbol in agent displays. The code checks them in a fixed order; being logged in alone does not mean an agent can receive another conversation.
| Symbol | Color | Condition |
|---|---|---|
| Green | effective state connected or presence busy | |
| Blue | otherwise logged in or presence available | |
| Red | otherwise presence away or do not disturb | |
| Gray | other cases, including a missing agent entry |
Two rules override this selection when the effective conversation state is inactive:
| Symbol | Color | Condition |
|---|---|---|
| Red | wrapup or activity active | |
| Orange | no normal wrapup, but dynamic wrapup active |
A logged-in agent with away presence may appear blue because of this precedence. Read presence and activity too. Where used, a small green badge on the person shows the supplied count: 1 through 9 individually, and 9+ for 10 or more.
Wrapup in the ribbon
| Symbol | Color | Meaning |
|---|---|---|
| Red | normal wrapup active | |
| Orange | dynamic wrapup active | |
| Green | neither kind of wrapup active; the command indicates availability |
A green command does not guarantee that all other distribution conditions are satisfied.
PBX connection
| Symbol | Color | Meaning |
|---|---|---|
| Green | successful SIP registration with the PBX | |
| Red | no successful SIP registration |
The dial pad symbol becomes green or red according to the same registration state. These images may be gray before the first update.
Additional Windows taskbar symbol
| Symbol | Color | Meaning |
|---|---|---|
| Green | at least one call in the agent collection | |
| Green | otherwise at least one email | |
| Green | otherwise at least one fax | |
| Green | otherwise at least one chat | |
| Red | otherwise normal wrapup | |
| Orange | otherwise wrapup end time is still in the future | |
| Red | otherwise activity active |
The first matching row wins. If none applies, there is no additional symbol. Green does not distinguish waiting from connected conversations here; use the conversation display.