Whether you are adding an availability state to a new profile or an existing state, the steps are the same. There are also 2 main ways to configure a state; an available state and an unavailable state.
An Unavailable State
An “unavailable state” is an availability state with no groups assigned to it. Examples of this: Break, Lunch, Holiday, Logged Off, etc…
You can see that no groups are in the ‘Assigned Groups’ box. The only set up that is needed is inputting the name, then click Save (leave the rest).
An Available State
An “available state” is an availability state with 1 or more groups assigned to it. Examples of this: Logged In, Available, Available for Support, Available for Overflow, L1 Support, etc…
To allow users to receive calls from a particular group (which will likely be assigned to a hunt group or call queue in a routing policy), the group will need to be move to the right box (Assigned Groups) using the arrows.
For a user to receive calls in the group, they need to be a member of the group AND choose a state that logs them into the group. For example, you could make one profile with one ‘available’ availability state and if users are only in 1 of the groups, they will only receive calls from that 1 group when they select that ‘available’ state.
Creating a New State
Navigate to the Account Settings page and find the ‘Availability Profiles’ section.
Click on the Name of the profile:
You will then open up a page with the ‘Availability States’ in the profile and the ‘Users’ that have been assigned to that availability profile.
Choose ‘New’ .
Enter a ‘Name’ and ‘Display Name’. Keep these the same to avoid confusion.
Leave the ‘Group Management Action’ as default.
Move groups to the right if you want an ‘available’ state OR leave as default for an ‘unavailable’ state.
Save!
Add as many new states as desired.
When adding new groups, always remember to review if the availability states need updating (for example the new group needs to be added to the ‘available’ state).