The status of a user or agent plays a crucial role in determining their availability within the UCS system.

Agents must be set to Available in order to be included in routed call distribution. The Router call flow element manages the allocation of routed calls and can automatically update an agent’s status. For example, if an agent fails to answer a routed call, the system will automatically change their status to Offline. Similarly, after a call ends, the system may assign After-Call Work (ACW) time, during which the agent is considered unavailable for further routed calls.

Users and agents can also manually control their availability by selecting an appropriate status. For instance, selecting Busy will prevent any calls from being offered. Status messages can be added to provide further context to other UCS users—such as the reason for an agent’s unavailability.

Statuses can also be set with an expiry time, allowing the system to automatically revert the user back to Available at a specified date and time. Additionally, a user’s or agent’s status is used for presence announcements when a DDI (Direct Dial-In) call is received and the user is unavailable.