---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Setting idle state

# Setting idle state {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

An agent in the idle state is available to receive or initiate work. Customize this state by configuring call controls such as the phone keypad for outbound calls, directory access, and the logout feature to manage the CCaaS
platform session.

## Antes de Iniciar

Role required: admin  
Figura 1. Set idle state capabilities

## Procedimento

1. Configure display fields by entering a key and value in the Key to display and Value to display fields.  
   This value is set by the contact center admin. For example, Key = <kbd class="ph userinput">Selected Queue</kbd>, and Value = <kbd class="ph userinput">Customer Inquiries</kbd>.
2. Select the Controls Options.
3. Select to enable the Phone directory option to display the Queues, Agents, External numbers, and Direct dial tabs.
4. Use the Edit icon to update entries.  
   By default, the Outbound call, Logout, and Phone directory options are enabled. You can clear any options as needed. See [Configuring Transfer capabilities](https://servicenow-prod.fluidtopics.net/HNkwtVXsCNyZ6HCcOT1liA "This step in the simulator doesn't display if you didn't select Transfer capability. Any value configured in the Phone directory, in the Set Idle State capabilities step, reflects in the Transfer list.").

   When you have the Outbound call feature enabled in the simulator, a system notification displays stating that outbound calls create new Interactions.
5. Select Save and continue to set the chosen options that opens the Global call window with the updated values.  
   The window displays icons for the enabled features. The Phone directory feature, if not selected, appears inactive.
6. Configure call controls by selecting options such as Mute, Hold, Transfer, Flag, DTMF, and End call.
7. Configure Recording controls by selecting options such as Start, Stop, Pause, or Resume recording.
8. Select Save and continue and move on to the next step for adding participants.  
   * Select Clear all to remove all input data for the section you're updating.
   * Select the Logout and Reset options to return to the idle state setup.
   {#setup-idle-state-and-directory__ul_dv1_vnw_zgc}

## O que Fazer Depois

If you enable Transfer, the simulator guides you through the transfer capabilities setup. If you choose not to select the Transfer capability, select
Continue to proceed to adding participants. See [Configuring Transfer capabilities](https://servicenow-prod.fluidtopics.net/HNkwtVXsCNyZ6HCcOT1liA "This step in the simulator doesn't display if you didn't select Transfer capability. Any value configured in the Phone directory, in the Set Idle State capabilities step, reflects in the Transfer list.").