You will use your status in the contact center to tell the system whether or not you are prepared to receive an incoming call.
Available - the only status that will allow you to receive an incoming call. If you are not prepared to take an offered call, you will need to change your status to another idle state. For example: If you receive an incoming call from someone who called your extenstion directly without going through the queue, you can answer the call but make sure you change your status.
Agent Logon - This is the default status agents are assigned when they first log on to the system
Break - Use this status if you are on a break
Call Not Answered - You will automatically be put in this status if you are offered a call when available and do not answer
Daily Duties - Use this status if you will need to complete a task but need to be available to take calls if the queue becomes busy
End of Shift -
Front Counter - Use this status if you need to assist someone who has walked into your office and you can not be available to take calls while assisting them.
Lunch - Use this status if you are on lunch
Meeting - Use this status if you are in a meeting
Offhook -
Outgoing Call - Use this status if you need to make an outgoing call
Project - Use this status if you are working on an assigned project but need to be available to take calls if the queue becomes busy
To change your status click on your current status in the upper right hand corner and select the status you need.