Agent Status
Set call-center availability so incoming enquiries are offered to the people ready to answer.
In the CRM: Voice Features → Phone System → Status → Agent Status
Keep the answering team’s availability current
Agent Status is where you change the working availability of configured call-center agents. Use it at the start of a shift, when taking a break and when finishing work.
The agent record connects the adviser with their user and phone destination. The queue assignment determines which enquiries they can receive.
Set availability for the shift
- Open Voice Features → Phone System → Status → Agent Status.
- Find the adviser in the Agent list.
- Select Available, On Break or Logged Out from the offered options.
- Choose Save to apply the intended changes.
- Use Refresh to read the current status, then check the queue activity to see the answering team.
Choose the status that matches the work
When the phone system uses per-queue login, the screen shows the agent’s queues and offers Available or Logged Out for each one. Select the intended queue and save the change.
The Status dropdown on the live Queues activity page filters the people displayed. Use this Agent Status screen to change availability.
| Status | When to use it |
|---|---|
| Available | The adviser is ready to receive queue calls. |
| On Break | The adviser is temporarily away from answering queue calls. |
| Logged Out | The adviser has finished queue work or is not participating in the answering shift. |
Prepare for campaign demand
Before a promotion starts, confirm that the assigned advisers are available and their phones are connected. Plan breaks around busy periods and leave the configured wrap-up time for notes, appointments and SMS follow-up.
If the agent list is empty, add the adviser under Applications → Call Centers → Agents and assign them to the appropriate queue.