Status
Queued
Direct
Internal
Available
Available - Internal Only
Available - Direct Only
On the Phone
Setup
Ringing
Wrap Up
Unavailable
Custom unavailable statuses
Logged Out
Agent Status and Incoming Calls
The table below shows the types of calls that you can and cannot receive in different statuses.
|
Status |
Queued |
Direct |
Internal |
|
Available |
|
|
|
|
Available - Internal Only |
|
|
|
|
Available - Direct Only |
|
|
|
|
On the Phone |
|
|
|
|
Setup |
|
|
|
|
Ringing |
|
|
|
|
Wrap Up |
|
|
|
|
Unavailable |
|
|
|
|
Custom unavailable statuses |
|
|
|
|
Logged Out |
|
|
|
A call to an agent from an internal extension is handled differently to calls from external numbers, depending on the agent's availability.
|
Call Type |
Available |
Available |
Available |
|
Internal Calls |
|||
|
To a hunt group |
|
|
|
|
To a queue |
|
|
|
|
Direct to a user/agent's extension |
|
|
|
|
External Calls |
|||
|
To a hunt group |
|
|
|
|
To a queue |
|
|
|
|
Direct to a user/agent's extension |
|
|
|