In the Cisco Unified Contact Center Enterprise solution, if an agent is in a Reserved state, which of the following actions can the agent take?

Question

Options

• ALog off.
• BChange state to Not Ready.
• CAnswer the call being sent to them.
• DEnter wrap-up data from the prior call.

• A
  9% (3)
• B
  3% (1)
• C
  85% (29)
• D
  3% (1)

Explanation

In Cisco UCCE, the Reserved state means a call has been routed to the agent and is actively ringing at their station - the agent has been "reserved" for that specific incoming call but has not yet answered. Answering that call (C) is the only action available because the system has already committed that agent resource to the inbound contact.

Why the distractors are wrong:

• A (Log off): Logging off is blocked in Reserved state because a live call delivery is in progress - the system won't release the agent until the call is handled.
• B (Change to Not Ready): State changes are restricted once a call is being delivered; the agent cannot back out after the routing decision has been made.
• D (Wrap-up data): Wrap-up (After Call Work) occurs in the post-call state, not before a call is even answered - Reserved precedes Talking, not Wrap-Up.

Memory tip: Think of Reserved as a "locked handshake" - the call is mid-delivery, like a package already at your door. You can only open the door (answer it); you can't leave the house or rearrange furniture until that handshake completes.

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