I just got a question from one of my call centers asking:
Do you know what “On Hook” means in CCPULSE when looking at an agent in the extended veiw I am seeing that. I see others that do not have this. It stays there the whole time while she takes a call. While she is on Wrap time, while she is ready.
Any thoughts?
Off Hook means you picked up the handset to be able to talk
On hook means the handset is “sleeping” on your phone.
How does that apply/translate in a GUI envirment? We use a softphone system where you actually log in and open up all on ur screen instead of hardware.
no matter if software or hardware, in the call flow logic you still have to do something before talk, which is pick up the handset (hadrware) or request a line (software).
The event from the PBX is the same always.
There’s a bit of a difference between “states” and “types” when it comes to statistics. “states” refer to attributes to the telecommunications device or line, whilst “types” refer to the actual interaction/call taking place on the telecommunications line…
For example: “offhook”, “onhook” and “AfterCallWork” (or “WrapUp”) are states, whereas “CallInbound”, “CallOutbound”, “CallInternal” are types.
All of these “states” and “types” are reflected through the TServer as Events, all of which you can (with the right coding) extract and use in software which emulates handsets, etc. So, even if you do not have a physical handset from which to create “offhook” and “onhook”, the state change will be emulated through an Event which is sent via a TServer, from/to the Switch/PBX.
These Events can work both ways; if you want to emulate “offhook” a command can be sent via software running on the Desktop, connected to the TServer, to instruct the Switch/PBX to show the device as “offhook”. Similarly, if a call is answered through either hardware (a physical handset) or software (a softphone), the switch will confirm, via an Event to/through the TServer, that the device must be in an “offhook” state, before a call can be answered.
You probably didn’t need all of that information, eh…? 
Tony