Link Your Queue Status to Your Presence

As a dynamic agent, you can tie your status in a queue to your extension presence. Once linked, your queue membership adjusts on its own whenever your presence changes, so you don’t have to log in and out by hand throughout the day.

Why link the two

Dynamic agents often join and leave a queue many times a shift. Rather than toggling your queue status manually each time, you can map each presence state to a queue action. For instance, you might be logged in to take calls whenever your presence shows you’re available, and paused automatically the moment you step away from your desk.

Note

A dynamic agent is a queue member who logs in to and out of the queue as needed, rather than staying in it the whole time. This automatic mapping is meant for that kind of agent.

Set up the mapping

1. Sign in to the Cloud Voice App and open Preferences > Presence.

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

   

3. Open the Agent Status Auto Switch drop-down and choose what should happen to your queue status when you enter this presence:

   • Log In: join the queue and start receiving its calls.
   • Log Out: leave the queue and stop receiving its calls.
   • Pause: stay in the queue but temporarily stop receiving calls.
   • Do Nothing: leave your queue status unchanged for this presence.

   Note

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

4. Repeat steps 2 and 3 for any other presence statuses you want to map.

5. Click Save.

What happens next

From now on, each time your extension presence changes, your work status in the queue updates to match the action you assigned.

Caution

This mapping applies to every queue you belong to, not just one. There is no way to scope it to a single queue, so changing your presence updates your status across all of them at once.