Presence Settings

Every extension in Cloud Voice carries a set of presence states, and you can define call-handling behavior separately for each one. When a user switches presence, the matching set of rules takes effect automatically, so calls are routed differently depending on whether the user is available, away, on a break, or unavailable.

To configure these rules, go to Extension and Trunk > Extension, open the extension you want to edit, and select the Presence tab. Choose a presence state, then adjust the settings below for that state.

Note

Each setting on this page applies only to the presence state you currently have selected. Configure the same setting again under each presence if you want it to behave the same way in every state.

Presence Information

Use this field to attach a short note to the current presence. The note appears alongside the user’s status in the Cloud Voice App, giving colleagues context such as “In a meeting until 3 PM.”

Call Forwarding

Forwarding rules redirect incoming calls to another destination while the user is unavailable. Because rules are tied to presence, you can send calls to voicemail in one state and to a colleague in another.

Set up a rule by choosing which calls it applies to and when it should trigger:

• Types of incoming calls
  • Internal Calls: calls placed from other extensions in your organization.
  • External Calls: calls that arrive from outside numbers.
• Forwarding condition
  • Always: redirect every matching call to the destination.
  • No Answer: redirect only the calls the user does not pick up.
  • When Busy: redirect only the calls that arrive while the user is already on another call.

For each rule, select the condition and then pick the destination the call should go to.

Caution

Always forwards matching calls the moment they arrive, so the user’s own phones never ring for those calls. If you only want to catch calls the user misses, choose No Answer instead so their devices ring first.

Ring Strategy

Ring strategy controls the order in which the endpoints registered to the extension are alerted when a call comes in. The available endpoints are:

• Extension Endpoint: the IP phone or softphone where the extension is registered.
• Cloud Voice App (mobile)
• Cloud Voice App (desktop, softphone mode only)
• Cloud Voice App (web, web client mode only)
• Cloud Voice App (SDK)

Note

SDK stands for Software Development Kit: the toolkit used to build the Cloud Voice calling experience into your own mobile app. The SDK client is available only when the SDK integration is turned on under Integrations. To let users take incoming calls on this client, you must first integrate the mobile SDK for Android or iOS into your own application.

Order the endpoints with two settings:

• Ring First: the endpoint alerted before any other.
• Ring Secondly: the endpoint alerted next.

Note

Ring strategy is ignored when the extension belongs to a queue or a ring group. In that situation, every endpoint registered to the extension rings at the same time.

Ring Timeout

So callers are not left waiting indefinitely, set a ring timeout. If the call goes unanswered within that window, it is passed to the destination you defined under the No Answer forwarding condition.

Type a value or pick one from the drop-down list. The accepted range is 5 to 300 seconds.

Caution

Values outside 5 to 300 seconds are rejected. Also make sure the No Answer forwarding condition has a destination set, otherwise a timed-out call has nowhere defined to go.

Options

Ring the Mobile Number Simultaneously

Turn this on to ring the user’s mobile phone at the same time as their extension whenever a call arrives, so they can answer from either device.

• Select the checkbox to enable the feature, then enter the user’s mobile number.
• In the Prefix field, enter the outbound route prefix the system needs to place the outbound leg to the mobile.

Caution

The prefix must match one of your outbound routes. If it is missing or wrong, the call to the mobile cannot be sent out and only the extension will ring, with no error shown.

Note

This feature does not apply while the user is in Do Not Disturb status.

Accept Push Notifications

By default, users receive push notifications on the Cloud Voice App mobile client for events such as missed calls and new voicemails, wherever they are. Use this option to enable or disable those notifications for the current presence.

Accept calls from Ring Group

By default, a user receives ring group calls in every presence state. Use this option to turn ring group calls on or off for the specific presence you are editing.

Agent Status Auto Switch

If the user is a dynamic agent who logs in and out of queues frequently, you can link their queue status to their extension presence. Their queue status then changes automatically whenever their presence changes. Choose what should happen for this presence:

• Log In: log in to every assigned queue. Dynamic agents log in to the queues; static agents resume taking calls in them.
• Log in to Last Queues: log in to the queues the agent was most recently signed in to. Dynamic agents log in to those queues; static agents resume taking calls in them.
• Log Out: log out of all assigned queues. This choice is available only for dynamic agents.
• Pause: stop receiving queue calls. If pause reasons are configured for your queue agents, you can pick one from the Pause Reason drop-down list.
• Do Nothing: leave the current queue status unchanged.

Note

A dynamic agent joins and leaves a queue as needed, so they can be logged fully in or out. A static agent is permanently assigned to a queue, so instead of leaving it they simply pause or resume taking its calls.