Automatically Switch Agent Status Based on Extension Presence (Mobile App)

You can tie your agent status to your extension presence so that changing presence also changes how you receive queue calls. Presence is your extension’s availability state (for example, Available, Away, or Do Not Disturb). Agent status is whether you are logged in to a call queue and taking its calls. Once you link the two, switching to a presence such as Away or Do Not Disturb can log you in, log you out, or pause you in your queues with no extra steps. This guide covers the setup on the Cloud Voice App for mobile.

Note

This feature only affects your status in call queues (groups that share and distribute incoming calls among a set of agents). If your extension is not an agent in any queue, an auto-switch rule has nothing to act on.

Set up an auto-switch rule

1. In the top-left corner of the Cloud Voice App, tap your account.

2. Open Current Presence.

3. In the Presence list, tap next to the presence status you want to configure.

   

4. Scroll to the Other Settings section and tap Agent Status Auto Switch.

   

5. Choose the action that should run whenever your extension enters this presence:

   Option	What happens
   Log In	You are logged in to every queue you belong to. For a dynamic agent, this logs you in to the queues; for a static agent, it resumes calls from the queues.
   Log in to Last Queues	You are logged back in to whichever queues you were previously logged in to. For a dynamic agent, this logs you in to those queues; for a static agent, it resumes calls from them.
   Log Out	You are logged out of every queue you belong to. Available for dynamic agents only.
   Pause	You are paused and stop receiving queue calls. You can pick a reason from the Pause Reason drop-down list.
   Do Nothing	Your agent status in the queues is left unchanged.

   Note

   Agents come in two types, and it changes which actions apply. A dynamic agent can log in to and out of a queue freely, so all of the actions above work. A static agent is a permanent member of the queue and cannot log out, so the login actions only resume calls and Log Out is not offered.

   Caution

   A Log Out rule stops every queue call from reaching you until something logs you back in. If you use it, set a Log In rule on the presence you return to (such as Available) so you are not left logged out after a break.

6. To assign an action to another presence state, repeat steps 3 through 5 for that status.

Tip

Configure more than one presence state so your queue status follows you in both directions. For example, set Do Not Disturb to Pause or Log Out and set your available presence to Log In, and your status will settle itself as your day changes.