When Agents leave their desk during a shift, they should switch their Status to Not Available. While in a Not Available state, no routed calls will be offered to the Agent. Only when the Agent returns to their desk and switches to Available, the Cirrus UCS System can offer routed calls again.

The Not Available Status provides Supervisors with valuable insights into an Agent's readiness. The selected Not Available Status informs the Supervisor of the reason for unavailability. For example, if an Agent selects Coffee Break, the Supervisor expects them back in 15 minutes. If an Agent selects Lunch, they are likely unavailable for a longer period.

The current statuses of Agents, including Custom Statuses, are displayed in the Supervisor application under the Router Monitor or User Status views. Agent availability history is visible via reporting, showing all status changes within the selected period.

Types of User Statuses

User statuses can be:

1. System Status – Predefined statuses available to all users.
2. Custom Status – User-defined statuses that can be tailored to specific needs.

Maintain System Statuses

System statuses are predefined and can be selected by every user. In the Administrator, these statuses can be enabled or disabled, and their default duration modified.

1. Click in the left pane Explorer on Settings > User Statuses > System Statuses. The existing System Statuses are displayed.
2. The following fields can be edited for System Statuses:
   • Default Duration: The default length of time a user remains in this status. A value of 0 means the user stays in this status indefinitely until manually changed.
   • Max Duration: The maximum time per day that a user can remain in this status. If exceeded, the user cannot switch to this status again. Supervisors receive a warning when an Agent exceeds this duration.
   • Unit: The measurement unit for Default Duration and Max Duration (minutes, hours, or days).
   • Tags: A space-separated list of tags. If using calendar integration, the User Status will automatically switch to a status matching the tag found in the calendar subject (e.g., if a calendar subject ends with #brb, the status will change to Be_Right_Back).
   • Prompt: Alternative audio prompt for directing calls to the user when they are in this status, overriding the standard system prompt.
   • Enabled: Allows or restricts users from selecting this status (Default = True).
   • Forwarding Rule: Defines the call forwarding behaviour when the user has this status.
     • For Working and After Call Work, forwarding is set to Reject with Busy, meaning direct calls will be rejected.

Additional Considerations

• If Do_Not_Disturb has Forwarding Rule: None, local extensions will follow the call forwarding settings defined for On Phone Not Reachable.
• For Working and After Call Work, only Forwarding Rules are applicable—all other settings are irrelevant.
• You can adjust Round Up Status Until Time based on configuration settings.
• Depending on the "Maintain Status Until Expiry" setting, users may be automatically switched to Available after exceeding Max Duration.

Create a New Custom Status

1. Click in the left pane Explorer on Settings > User Statuses > Custom Status. The existing Custom Statuses are displayed.
2. To create a new Custom Status, click Add and enter the required details:
   • Name: The name of the Custom Status.
   • Display Colour: Select from the dropdown to define the colour shown in the Client/Supervisor interface.
   • Default Duration: Defines how long the status remains active by default. A value of 0 means the user will stay in this status indefinitely until changed.
   • Max Duration: Defines the maximum allowed duration per day before the user is restricted from selecting this status again. Supervisors receive a warning when Agents exceed this time.
   • Unit: Measurement unit for Default Duration and Max Duration (minutes, hours, or days).
   • Tags: Same as System Status tags—used for calendar integration.
   • Prompt: Alternative audio prompt for users in this status, overriding the standard Not Available system prompt.
   • Enabled: Allows or restricts users from selecting this status (Default = True).
   • Global: Custom Statuses can be set as global or restricted to specific Routers via the Router module.
   • Forwarding Rule: Defines the call forwarding behaviour when the user has this status.
3. Click Add to save your changes.

Additional Considerations

• If a Custom Status is switched from Global to Non-Global, it must be assigned to a specific Router to remain selectable by Agents.
• Depending on "Maintain Status Until Expiry", the user may automatically switch to Available after exceeding Max Duration.
• For long-term statuses (Unit = Days), the Until Time is calculated based on office hours—either the start of the office hours on that day, or the end time if after office hours.
• You can adjust Round Up Status Until Time via configuration settings.