Sharpen Q users that are in an Active state (no assigned interactions) will be automatically placed in a status of “Pending” when interacting with the dial pad in Sharpen Q. This is to prevent the user from being alerted for a new inbound interaction while they attempt to place an outbound call. You can think of this as a digital version of picking up the handset on a physical phone.
No new inbound interactions will route to users in Pending.
To prevent users from inadvertently sitting idle in an outbound pending state, they will automatically be returned to Active if they do not interact with the dial pad for ten consecutive seconds.
If a user wishes to exit the pending dialing state they may click anywhere else on the Sharpen Q interface besides the dial pad, and they will be returned to Active.
Users can also enter Pending when handling multiple interactions, for additional information view our Pending Status when handling multiple interactions documentation.