Overview: Phone Status settings in Users (Console)

This article gives an overview of Phone Status in Console.

Overview

The Phone Status lets you choose if the status type and status message change when a user is on a phone call.

This feature is helpful because it lets other users within your account know if you're on the phone. These additional details can help your coworkers better manage their communication with you at appropriate times.

Phone Status Options

There are three options in the Phone Status menu; they are 'Away', 'Busy', and '- -(Default)'.

Away

The user’s status box displays red when the user is on the phone or receiving a phone call. 

• If the call is incoming the status message ‘Receiving call’ will display to the right of the status box. If the call is connected, the status message ‘On the phone” will display to the right of the status text box.

Busy

The user’s status box displays orange when the user is on the phone or receiving a phone call.

• If the call is incoming the status message ‘Receiving call’ will display to the right of the status box. If the call is connected, the status ‘On the phone” will display to the right of the status text box.

--(Default)

The user’s status is not impacted by managing a phone call. Whatever status the user had before receiving the call will persist during a call. If you select ‘- - (Default)’, users within your account have no way of knowing if you are currently on the phone or not.

However, a user may want to use this feature if they don’t want status information visible to everyone on the account. This may be important for specific people in leadership or those doing other sensitive work.

Additionally, users that are frequently on the phone (like queue users) may like this option because they don’t want to appear unavailable when their job requires multitasking of this nature.

Phone Status and Status Routing

If you choose ‘Away’ or ‘Busy’ from the Phone Status dropdown and are currently on a phone call, any other incoming calls will be routed to the destination selected in the Status Routing - Busy or Status Routing - Away field.

This means if you are currently on a call and have Phone Status set to ‘Away’ and Status Routing - Away set to ‘Voicemail’. Any other incoming calls will be sent to your voicemail.

Read more

• Overview: User status settings (Console)