Presence Settings

Your extension has a set of built-in presence states that let coworkers see whether you’re reachable: Available, Away, Do Not Disturb, Lunch Break, Business Trip, and Off Work. Each state carries its own call-handling rules, so switching your presence instantly applies the behavior you defined for it.

To edit these rules, sign in to the Cloud Voice App and open Preferences > Presence, then select the presence state you want to work on. The settings below apply to whichever state is currently selected.

Presence Information

Attach a short note to the selected presence so colleagues get a bit more context, for example when you expect to be back or how to reach you in the meantime.

Call Forwarding

Forwarding rules send incoming calls elsewhere when you can’t take them, and you can point calls to a different place depending on your presence.

For each rule, choose the type of call it covers:

• Internal Calls: calls from other people inside your organization.
• External Calls: calls from outside callers.

Then set the condition that triggers forwarding, along with where the call should go:

• Always: forward every incoming call to the chosen destination.
• No Answer: forward only calls you don’t pick up.
• When Busy: forward only calls that arrive while you’re already on the phone.

Ring Strategy

The ring strategy controls the order in which a call reaches the different endpoints your extension is signed in on:

• Extension Endpoint: the IP phone or softphone your extension is registered to.
• Cloud Voice App (Mobile)
• Cloud Voice App (Desktop, Softphone mode only)
• Cloud Voice App (Web, Web Client mode only)

You decide the sequence with two settings:

• Ring First: the endpoint that rings before the others.
• Ring Secondly: the endpoint that rings next.

Ring Timeout

So callers aren’t left waiting indefinitely, set how long a call may ring before it’s considered unanswered. Once that period elapses, the call follows your No Answer forwarding destination.

Type a value in the Ring Timeout field or pick one from the drop-down list.

Note

Enter a value between 5 and 300 seconds.

Options

Ring your mobile number at the same time

Turn this on to make an incoming call ring your associated mobile number alongside your extension, so a call to your extension reaches your cell phone too.

1. Enable Ring the Mobile Number Simultaneously and enter your mobile number.
2. If your system needs a Prefix to place outbound calls, enter it so the PBX (Private Branch Exchange, your organization’s phone system) can route the call out.

Note

Check with your system administrator about whether a prefix is required.

Caution

This option can’t be used while your presence is set to Do Not Disturb.

Accept push notifications

By default, the Cloud Voice App on mobile pushes alerts such as missed calls and new voicemail to you at any time. If you’d rather not be notified during a particular presence, for example after work, use Accept Push Notification to turn mobile push alerts on or off for that state.

Accept calls from a ring group

Out of the box, you receive ring group calls in every presence. Use Accept calls from Ring Group to decide, per presence, whether ring group calls come through.

Agent status auto switch

If you’re a dynamic agent who logs in and out of a queue often, you can link your queue status to your extension presence so it changes automatically as your presence does. For the selected presence, choose what should happen to your queue status:

• Log In: join the queue.
• Log Out: leave the queue.
• Pause: stay in the queue but stop receiving its calls.
• Do Nothing: keep your current queue status unchanged.

Note

When you choose Pause, you can name a reason in the Pause Reason drop-down.