Automatically Switch Agent Status Based on Extension Presence

Your extension presence (for example, moving from Available to Away or Do Not Disturb) can drive your agent status in the call queues you serve. Once you link the two, changing presence in the Cloud Voice App also updates whether you are logged in, logged out, or paused in your queues, so you don’t have to adjust both separately.

Set up the auto-switch

1. Sign in to the Cloud Voice App (Web or Desktop) and open Preferences > Presence.

2. In the status bar, click the presence status you want to configure.

   

3. Under the Options section, choose the behavior you want from the Agent Status Auto Switch drop-down list:

   Note

   Queues can hold two kinds of agents, and some options below behave differently for each. A dynamic agent has to log in to a queue before it sends them calls, and can log out to leave it. A static agent stays assigned to the queue, so instead of logging in or out they simply resume or pause taking its calls.

   Option	What happens when your extension enters this presence
   Log In	You are automatically logged in to every queue you belong to. A dynamic agent is logged in to the queues; a static agent resumes taking calls from them.
   Log in to Last Queues	You are automatically logged in to whichever queues you were last signed in to. A dynamic agent is logged in to those queues; a static agent resumes taking calls from them.
   Log Out	You are automatically logged out of every queue you belong to.
   Pause	You automatically pause queue calls, so the queue stops routing calls to you.
   Do Nothing	Your agent status in the queues is left unchanged.

   Note

   Log Out applies to dynamic agents only.

   Tip

   When you choose Pause, you can also pick a specific reason from the Pause Reason drop-down list.

   

   Caution

   Mapping Log Out or Pause to a presence you enter often means the queue stops sending you calls every time you switch to that presence. Callers then wait longer or reach someone else, so only use these actions for presence statuses where you genuinely should be off the queue.

4. To set an auto-switch behavior for other presence statuses, repeat steps 2 and 3 for each one.

5. Click Save.