Set the Default Status for Dynamic Agents

When a dynamic agent is added to a queue, they start out logged out unless you tell the system otherwise. Setting a default login status lets every newly added dynamic agent inherit the same starting state across all of your queues. This cuts down on repetitive manual changes and reduces the chance of an agent being left in the wrong state.

Note

A queue holds incoming callers in line until an agent is free to take the call. A dynamic agent is an agent who can log in and out of a queue on demand, rather than being permanently signed in like a static agent. This setting controls one thing: the status (logged in or logged out) a dynamic agent has the moment they are added to a queue.

Before you begin

Your PBX (Private Branch Exchange, the phone system that routes your calls) server must be running firmware version 84.19.0.110 or later. Older versions do not include this option.

Set the default status

1. Sign in to the PBX web portal and open Call Features > Queue.

2. At the top of the page, click Options.

3. Open the Default Status of Dynamic Agents drop-down and choose the status you want new dynamic agents to start with.

   

   Tip

   The status you pick here applies globally to every queue, so you set it once instead of adjusting each queue by hand. If you want agents ready to take calls the moment they are added, choose the logged-in status.

4. Click Save.

What happens next

From now on, any dynamic agent added to a queue takes on the status you selected.

Caution

This setting applies only to agents added after you save it. Dynamic agents already assigned to queues keep their current status and are not changed. If you need to update an existing agent, adjust that agent directly.