Configure Presence Settings

Your presence status tells colleagues whether you are reachable, and it also controls how the system treats calls that arrive while that status is active. Each status carries its own set of call-handling rules, so you can, for example, forward everything to voicemail when you are off work while still ringing your mobile during business trips.

The Cloud Voice App ships with six default statuses:

Available
Away
Business Trip
Do Not Disturb
Lunch Break
Off Work

To adjust the rules, open Preferences > Presence, pick a status from the list, and edit the settings below for that status. The settings are stored per status, so whenever your presence changes, the matching rules take over automatically.

Presence Information

Add a short note to the selected status. Colleagues see this note alongside your presence, which is handy for adding context such as a return date or an alternate contact.

Call Forwarding

Use forwarding rules to send incoming calls somewhere else when you cannot take them under a given status.

First choose which calls the rule applies to:

Internal Calls: calls that come from other extensions in your organization.
External Calls: calls that originate outside your organization.

Then turn on a forwarding condition and point it at a destination:

Always: forward every incoming call to the destination.
No Answer: forward only the calls you do not pick up.
When Busy: forward only the calls that arrive while you are already on a call.

Ring Strategy

Your extension may be registered on more than one device at once. The ring strategy sets the order in which those endpoints ring for an incoming call. Endpoints can include:

Extension Endpoint: an IP (Internet Protocol) phone, analog phone, or softphone where your extension is registered.
Cloud Voice App Mobile Client
Cloud Voice App Desktop Client (Softphone mode only)
Cloud Voice App Web Client (Web Client mode only)

You configure two tiers:

Ring First: the endpoint or endpoints that ring as soon as a call reaches your extension.
Ring Secondly: the endpoint or endpoints that ring next if no one answers on the Ring First devices.

Ring Timeout

Set how long a call rings before the system stops waiting and sends it to your No Answer destination. This keeps callers from ringing indefinitely.

Enter the timeout in the Ring Timeout(s) field.

Ring the Mobile Number Simultaneously

Turn this on to ring your associated mobile number at the same time as your extension whenever someone dials you, so you can answer from either device.

Ring Mobile Number Simultaneously: select the option to enable it.
Prefix: enter the outbound route prefix the system needs to place the call to your mobile.

Accept Push Notifications

By default, the Cloud Voice App Mobile Client sends push notifications for events such as missed calls and new voicemail, no matter where you are. If you would rather not be notified under a particular status, turn Accept Push Notifications off for that status.

Accept Calls from Ring Group

By default your extension receives ring group calls under every status. Use Accept calls from Ring Group to turn those calls on or off for the selected status when you want to step out of a group’s rotation.

Agent Status Auto Switch

If you are a dynamic agent who logs in and out of a queue often, you can tie your queue status to your presence so the two change together. For the selected presence, choose what should happen to your queue membership:

Action	Result
Log In	Log in to a queue. Available only under the Available status.
Log Out	Log out of a queue.
Pause	Pause queue calls, and optionally select a pause reason.
Do Nothing	Keep your current queue status unchanged.