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Overview

Your status tells the system and your team whether you’re ready to take calls. Setting any status other than Available will automatically turn on Do Not Disturb (DND) on your phone and pause you in any call queues you’re logged into.

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How to set your status

  1. Go to My Extension in the left menu.
  2. Find the My Status card.
  3. Click the status that matches where you are: Available, Away, Break, Lunch, or Meeting.
Your status updates immediately. There is no need to save.

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What each status means

Any status other than Available will pause you across all queues you’re currently logged into. When you set yourself back to Available, your queues will resume automatically.

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Do Not Disturb (DND)

You can also turn DND on or off directly using the DND button in the My Extension card. This works without changing your visible status. It’s useful if you want to briefly block calls without showing a different status. When DND is active, your phone won’t ring for incoming calls. Callers will hear a busy tone or be diverted, depending on your system settings.

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Frequently asked questions

Will my status affect direct calls to my extension? Yes. If DND is on (any status other than Available), direct calls to your extension number will not ring through to your phone. What happens to calls already in the queue when I go on break? Calls already waiting in a queue are not affected. Pausing just means new queue calls won’t be sent to your phone until you resume. Can my supervisor see my status? Yes. Your status and availability may be visible to supervisors and administrators through the Extensions and Queues pages.