Detailed Status in a Sales Order - Call Centre

In a Retail industry ,Call centre in an one of the Omnichannel capability to deliver to customers on the Orders.Customer can order through making a phone calls to the call centres and make the Payments on the spot on the Order.
The Payment can be either collected as prepayment or Post Payment based on the method of Payment .Detailed Status in the sales order is one of the primary option for the call centre users to answer to the customer Queries .

[@Queensland2012]

the "Sales order" is greyed out after I selected the customer, do you know why is that?