4. Availability Profiles and States

Users that are to use the Availability functionality must have a Contact Centre Licence.

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.

Video tutorial

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