# Manage Your Status in Queues on the Cloud Voice App (Mobile) If you answer calls for one or more queues, you can control your own availability directly from the Cloud Voice App on your phone. This page covers how to sign in to and out of your queues and how to temporarily stop or resume incoming queue calls, either for every queue at once or for a single queue. A queue is a waiting line for incoming calls that the system shares out among a group of agents. How much control you have over your own membership depends on which type of agent you are. :::note There are two kinds of queue agent: - **Static agent**: permanently assigned to the queue by your administrator. You are always a member and cannot log yourself in or out. You can still pause and unpause. - **Dynamic agent**: assigned to the queue but able to log yourself in and out to join or leave it, and to pause and unpause. If you are not sure which type you are, ask your system administrator. ::: ## Requirements Confirm your Cloud Voice App is up to date before you begin: - **iOS**: version 5.12.4 or later - **Android**: version 5.12.3 or later ## Open the Agent Status page Every action below starts from the same place. In the top-left corner of the app, tap the agent status icon (![Agent status](/images/pbx/agent-status-entry.png)) next to your account name. The **Agent Status** page opens, where you can adjust your availability for all of your queues together or for one queue at a time. After making a change on this page, tap **Done** in the top-right corner to apply it. Many of these actions can also be triggered with a feature code. A feature code is a short string you dial (for example `*77`) that tells the phone system to perform an action instead of placing a call. This is handy when you are already on your desk phone or away from the app screen. :::note Feature codes are configured by your system administrator, so the exact values differ from one account to the next. The codes shown in the examples below are illustrative only. Check with your administrator for the real codes before you rely on them, as dialing a code that is not set up simply does nothing. ::: ## Log in to a queue Logging in tells the queue to start routing calls to you. :::note Only dynamic agents can log in and out. Static agents are permanently assigned to their queues. ::: ### Log in to all queues **From the app** 1. Open the **Agent Status** page. 2. Under **Switch All Queues Status To**, tap **Log In**. 3. Tap **Done**. ![Signing in to every assigned queue from the Agent Status page](/images/pbx/login-to-all-queue-mobile-1.png) **With a feature code** 1. Ask your administrator for the **Log In to All Queues** feature code. 2. Dial it. For example, if the code is `*77`, dial `*77` to sign in to every queue you belong to. ### Log in to your last queues If you only want to return to the queues you were previously signed in to, you can do so in one step instead of selecting each queue by hand. :::tip This is the quickest way to pick up where you left off at the end of your last shift, because it restores exactly the set of queues you were signed in to before, without you re-selecting each one. ::: **From the app** 1. Open the **Agent Status** page. 2. Under **Switch All Queues Status To**, tap **Log in to Last Queues**. 3. Tap **Done**. ![Returning to your previously signed-in queues from the Agent Status page](/images/pbx/last-login-mobile.png) **With a feature code** 1. Ask your administrator for the **Log in to Last Queues** feature code. 2. Dial it. For example, if the code is `*78`, dial `*78` to rejoin the queues you were last signed in to. ### Log in to a specific queue **From the app** 1. Open the **Agent Status** page. 2. Tap the queue you want, then tap **Log In**. 3. Tap **Done**. ![Signing in to one selected queue from the Agent Status page](/images/pbx/log-in-specific-inbound-queue-mobile.jpg) **With a feature code** 1. Ask your administrator for the **Log in/Log out** feature code. 2. Dial the code followed by the queue extension (the queue's number, such as 6400). For example, if the code is `*7`, dial `*76400` to sign in to queue 6400. ## Log out of a queue Logging out stops the queue from sending new calls to you. :::note Only dynamic agents can log in and out. Static agents cannot be logged out of their queues. ::: ### Log out of all queues **From the app** 1. Open the **Agent Status** page. 2. Under **Switch All Queues Status To**, tap **Log Out**. 3. Tap **Done**. ![Signing out of every assigned queue from the Agent Status page](/images/pbx/logout-from-all-queue-mobile-1.png) **With a feature code** 1. Ask your administrator for the **Log Out of All Queues** feature code. 2. Dial it. For example, if the code is `*077`, dial `*077` to sign out of every queue you belong to. ### Log out of a specific queue **From the app** 1. Open the **Agent Status** page. 2. Tap the queue you want, then tap **Log out**. 3. Tap **Done**. ![Signing out of one selected queue from the Agent Status page](/images/pbx/log-out-specific-inboud-queue-mobile.jpg) **With a feature code** 1. Ask your administrator for the **Log in/Log out** feature code. 2. Dial the code followed by the queue extension. For example, if the code is `*7`, dial `*76400` to sign out of queue 6400. ## Pause queue calls Pausing keeps you signed in but tells the queue to skip you while you are unavailable, for example on a break or in a meeting. No queue calls are routed to you until you resume. Both static and dynamic agents can pause. :::caution Pausing is not the same as logging out. You stay a member of the queue, but you will not receive any queue calls until you unpause. If you forget to tap **Resume** when you are ready again, you will keep missing calls. ::: ### Pause all queues 1. Open the **Agent Status** page. 2. Under **Switch Status To**, tap **Pause**. 3. (Optional) Under **Pause Reason**, choose a reason. 4. Tap **Done**. ![Pausing calls across all queues from the Agent Status page](/images/pbx/pause-calls-of-all-queues-mobile-1.png) ### Pause a specific queue **From the app** 1. Open the **Agent Status** page. 2. Tap the queue you want, then tap **Pause**. 3. (Optional) Under **Pause Reason**, choose a reason. 4. Tap **Done**. ![Pausing calls for one selected queue from the Agent Status page](/images/pbx/pause-specific-inbound-queue-mobile.jpg) **With a feature code** 1. Ask your administrator for the **Pause/Unpause** feature code and, if you want to record a reason, the **Pause Reason** feature codes. 2. Dial the pause code followed by the queue extension. For example, if the **Pause/Unpause** code is `*07`, to pause queue 6400: - Dial `*076400` to pause without a reason. - Dial `*076400` followed by a pause-reason code to pause with a reason, such as `*076400*03`. ## Unpause queue calls Unpausing returns you to active rotation so the queue resumes routing calls to you. Both static and dynamic agents can unpause. ### Unpause all queues 1. Open the **Agent Status** page. 2. Under **Switch Status To**, tap **Resume**. 3. Tap **Done**. ![Resuming calls across all queues from the Agent Status page](/images/pbx/resume-calls-from-queue-mobile-1.png) ### Unpause a specific queue **From the app** 1. Open the **Agent Status** page. 2. Tap the queue you want, then tap **Resume**. 3. Tap **Done**. ![Resuming calls for one selected queue from the Agent Status page](/images/pbx/unpause-specific-queue-intbound-mobile.png) **With a feature code** 1. Ask your administrator for the **Pause/Unpause** feature code. 2. Dial the code followed by the queue extension. For example, if the code is `*07`, dial `*076400` to resume queue 6400.