Every contact-center agent has one status at a time: Available, On call, Busy, Break, Wrap-up or Offline. Only Available agents are offered queue calls. Agents choose Available, Busy or Break themselves; the system sets On call when they answer, Wrap-up when a call ends, and Busy (reason "ringing") while their browser rings.
Status list#
| Status | API value | Set by | Gets queue calls |
|---|---|---|---|
| Available | available |
Agent | Yes |
| On call | on_call |
System, when a call is answered | No |
| Busy | busy |
Agent, or system while ringing | No |
| Break | break |
Agent, with a reason | No |
| Wrap-up | wrap_up |
System, when a call ends | No |
| Offline | offline |
Sign-out | No |
Break reasons#
The desktop offers these reasons when an agent picks Break: Lunch, Tea Break, Bio Break, Training, Meeting, Personal. The reason is shown to supervisors and stored as status_reason.
Status flow for one call#
- Available. The agent is waiting for a call.
- Busy (ringing). The router has offered them a call.
- On call. The agent answered.
- Wrap-up. The call ended. The disposition dialog opens.
- Available. The agent submitted the disposition, or skipped it.
If the agent does not answer while ringing, they go straight back to Available.
Change status with the API#
curl -X PATCH https://voice-api.edesy.in/v1/ccaas/agents/AGENT_ID/status \
-H "Authorization: Bearer sk_your_api_key" \
-H "Content-Type: application/json" \
-d '{"status": "break", "status_reason": "Training"}'
Every change is pushed live to supervisors and to the agent's own desktop as an agent.status.change event. See WebSocket events.
FAQ#
Why am I not getting calls?#
Check that your status is Available, you are a member of a queue, and the softphone shows Ready.
Does wrap-up end on its own?#
No. The agent stays in wrap-up until they submit or skip the disposition, or set Available themselves.
Can a supervisor change an agent's status?#
Yes, with PATCH/v1/ccaas/agents/{id}/status.
Is time in each status reported?#
Yes. Daily reports include wrap-up time and occupancy per agent, from state history recorded since 18 September 2026.
What is the difference between Busy and Break?#
Both stop calls. Use Break with a reason for planned time away; Busy is for short pauses or is set by the system while ringing.
Can I add my own break reasons?#
Not today. The six reasons above are built in.