Users that are to use the Availability functionality must have a Contact Centre Licence. This feature is only for Freedom CTI and Freedom Mobile users. SCV users have presence states.

Availability States are picklist options within an Availability Profile. The different states log you into different Natterbox groups so agents can answer calls for those specified groups.

For example: the availability profile ‘Support Users’ might have the availability states ‘Available for all calls’, ‘Available for hardware issues’, ‘Available for software issues’ and ‘Offline’. There would need to be 2 Natterbox groups: ‘Hardware Support’ and ‘Software Support’ (and likely 2 call queues that had those groups assigned respectively). Here is how the availability states would be set up:
- ‘Available for hardware issues’ would login a user into the ‘Hardware Support’ group
- ‘Available for software issues’ would login a user into the ‘Software Support’ group
- ‘Available for all calls’ would login a user into the ‘Hardware Support’ group and the ‘Software Support’ group
- ‘Offline’ would not log a user into any group (therefore logging them out of all groups and would no longer receive calls from groups and/or call queues.)

Key things to know about availability states and profiles:

A user can only be assigned to 1 availability profile and select 1 availability state state at any given time
Each availability state and profile needs to be set up individually
A user’s availability state does not change to unavailable when an agent is on a call but a call is not routed to them because the call queue can see they are already on a call
For agents to be able to log in and out of groups via availability states, they need to be a member of the group first.
For reporting on time spent in each state, please use the Availability Logs guide, see here for more info.

Video tutorial

Here is how to set up profiles/states and assign them...

Documentation Index