Media appearance states appear when the client recognizes an incoming work item, or when you make a call. In addition to the call appearance status, you can see call-related information including call type, caller name, phone number, and call time and duration.
The following are the media states that appear in the Work List window at the beginning and during an active call:
| Icon | Name | Description |
|---|---|---|
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Incoming Call | This icon indicates an incoming call. The icon first flashes and remains in the answered state (Talking) when you accept the call. To answer an incoming call, see Answering a call. |
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Outgoing Call | This icon indicates an outgoing call. The icon first flashes and remains in the answered state (Talking) where the called party answers the call. To make an outgoing call, see Making a call. |
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Call Hold | This icon indicates that the call is on hold. To put a call on hold, see Putting a call on hold. |
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Video Call | This icon indicates a video session. To initiate a video call, see Initiating a video call. |
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IM request | This icon indicates an IM interaction. To send an IM request, see Starting IM interaction on a voice call. |
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TTY Call | This icon indicates a TTY call. To answer a TTY call, see Answering a TTY call. |
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Accept Desktop Share | This icon indicates that you are requested to start a desktop sharing session with the caller. The icon appears as long as desktop sharing is in progress. To share application on your desktop, see Sharing applications on the desktop. |
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Service Observing | Indicates a service observing session in progress on the supervisor desktop. To observe agent's service, see Observing agent service. |