Manage your overall availability for receiving queue calls.

Use the ACD Controller to log in and out of the call center, set your status, choose which queues send you calls, and manage wrap-up time after calls.

Table Of Contents

Call Behavior Based on Status

Understanding how your availability and login status affects call routing:

• If you log out of the phone, you will not receive any calls, including direct or queue calls.
• If you are logged in but your status is set to Away, you will not receive direct calls to your phone number or extension.
• However, if you are still marked as Ready in a queue, you will continue to receive queue calls even if your phone presence is set to Away.

Accessing ACD Controls

ACD (Automatic Call Distribution) controls are located at the top of the Web Phone interface and provide quick access to queue management features.

From this section, agents can:

• Log in or out of queues
• Update their agent status (e.g., Ready, Away, Lunch, Meeting)
• View their current availability and queue participation

📌 If the ACD Control panel is not visible, your user may not be assigned to a queue or may not have the necessary permissions.

Agent Availability Controls

This section explains how agents can manually update their availability status, including switching between Ready, Away, and other predefined states used for queue routing and reporting.

Log In / Log Out of Queue

Control your overall availability for handling queue calls by logging in or out of the call center.

You’ll see this at the top of your interface.

1. Click the ACD Controller
2. Depending on your current state:

• If you're logged out, click Log In to begin receiving queue calls.

  

• If you're logged in, click Log Out to stop receiving calls and fully exit the call center.

  

Change Status