Switch Group Members' Presences

Presence is a status that tells the phone system how to handle calls to an extension. Each presence (for example Available, Away, or Do Not Disturb) can point incoming calls at a different destination, such as voicemail, a mobile number, or another colleague. When you or a teammate steps away and can no longer take calls, you can switch to a presence that routes calls somewhere useful instead of ringing an empty desk. This page explains how to change your own presence and that of other members in your group from the Operator Panel.

Note

The destination for each presence (where calls go when that status is active) is set up per extension by your administrator. Switching the presence chooses which of those pre-configured routing rules is in effect. It does not create or edit the rule itself.

Before you start

Changing another member’s presence requires the Switch group members’ presence permission.

Caution

Without the Switch group members’ presence permission you can still change your own status, but the presence icon for your colleagues will not respond. If you need to update a teammate’s status and cannot, ask your administrator to grant this permission.

Change a presence status

1. On the Extension panel, point your mouse at the extension whose presence you want to change. This can be your own extension or another group member’s.
2. Select the presence status icon. The icon shows the member’s current status, so confirm you are on the right extension before changing it.
3. In the pop-up list that appears, choose the presence you want to apply.

Tip

The presence icon appears when you hover over an extension. Its colour and symbol reflect the member’s current status, which is a quick way to see at a glance who is available before you transfer or route a call to them.

What happens next

Once the new presence is set, any calls to that group member are redirected to the destination configured for that presence.

Caution

The change takes effect immediately and applies to live incoming calls. Setting a member to an “unavailable” style presence (such as Do Not Disturb, abbreviated DND) will stop calls from ringing their desk and send them to the configured destination instead, so make sure you selected the correct member and status before you confirm.