Below is a description of the icons visible within the Contacts and Agent Activity sections of the ARC software.
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Available |
The monitored user extension is on hook |
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Ringing |
The monitored user extension is ringing |
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Engaged |
The user is on the phone |
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Do Not Disturb |
The user has selected DND or Unavailable profile |
A small blue dot next to any of the icons indicates that the user has the Unity client open and is therefore available for instant messaging.