Change Your Availability Status
Your availability status is visible to all DTA users in your organisation and feeds into storm real-time and historical reporting, which can be seen by your supervisors and administrators.
To receive calls, you must be in an available status. To understand how availability status affects the routing of calls, see Effect of Availability Status on Incoming Calls and Effect of Selecting the 'Available' Statuses further below.
Note: it is important that you set your availability status correctly. If you do not change your status to an unavailable status when you are unable to receive calls, then calls that are routed to you will be marked as 'failed' against you.
Procedure
- Click anywhere in the Availability Status area in the top-right of the DTA main application window to reveal a list of availability statuses.
- Select the desired availability status.
If you switch to an unavailable status or to the Wrap-up status whilst handling a call, the transition will occur after the call has ended. The status that you will transition to is shown below your current status. The illustration below depicts a user who changed their status to Lunch while they were on the phone.
Note: if the user is due to go into wrap automatically after a call ends, this is not shown in DTA. Instead, it displays the status you have chosen to go into after automatic wrap has ended.
Other users will see your current status in their Comms Panel - Contacts Tab.
Effect of Availability Status on Incoming Calls
The table below shows the types of calls that you can and cannot receive in different statuses.
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Status |
Queued |
Direct |
Internal |
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Available |
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Available - Internal Only |
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Available - Direct Only |
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On the Phone/Outbound |
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Setup |
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Ringing |
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Wrap Up |
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Unavailable |
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Custom statuses* |
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Logged Out |
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* The routing behaviour of custom statuses is configured by your storm administrators or supervisors and you should speak to them to understand their routing behaviour.
Effect of Selecting the 'Available' Statuses
The effect of selecting one of the three Available statuses determines whether or not you can make and receive internal and external calls that are routed from hunt groups, queues, or directly.
|
Call Type |
Available |
Available |
Available |
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Internal Calls |
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Routed from a hunt group |
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Routed from a queue |
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Direct |
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External Calls |
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Routed from a hunt group |
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Routed from a queue |
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Direct |
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