Availability & Status

Your availability status controls who gets calls and leads. Set it correctly and your team stays efficient. Set it wrong and leads go to people who can't help them.

What availability affects: - Call routing — Calls go to available team members first - Lead assignment — New leads go to people who can respond - Voicemail handling — Unavailable users route to voicemail - Response expectations — SalesPartner knows when to expect you back

Keep your status accurate. It helps your team and gives leads faster responses.

Your presence status tells the system whether you can take calls and handle leads right now.

Available — You're ready to work. Calls and leads can come to you. This is your normal working state.

Away — You're temporarily away but can still receive calls. Maybe you stepped out for coffee or are in a quick meeting. Calls may still route to you, but the system knows you might not answer immediately.

Busy — You're occupied and can't take new calls. You might be on another call or in a meeting. New calls won't route to you.

Offline — You're not working. No calls or leads will route to you. Use this when you leave for the day or are completely unavailable.

Pro tip: Set yourself to Busy when you're on an important call you can't interrupt. Switch back to Available when you're free again.

Change your presence status from the Phone view in the app.

To change your status: 1. Go to the Phone tab 2. Look for the presence toggle in the upper right 3. Tap it to cycle through statuses 4. Your new status takes effect immediately

When to change status: - Start of day — Set to Available when you're ready to work - Lunch break — Set to Away or Offline - Important meeting — Set to Busy - End of day — Set to Offline before you leave

Status changes are instant. The system immediately adjusts call routing based on your new status.

Plan for days when you won't be working. Personal exceptions let you block specific dates.

To add time off: 1. Go to Settings > Availability 2. Find "My Personal Time Off" section 3. Tap "Add Time Off" 4. Select the date 5. Choose whether it's all day or specific hours

All-day time off: Check "All Day" to block the entire date. Good for vacation days or appointments that take the whole day.

Partial time off: Leave "All Day" unchecked to block specific hours. Set start and end times. Good for doctor appointments or personal errands.

To remove time off: Tap the trash icon next to any exception you want to remove.

Plan ahead. Add time off before you leave so the system knows not to route anything to you.

Working hours define your regular weekly schedule. They're different from presence status—working hours are your baseline, while status is your current state.

Company vs Personal Hours:

Company working hours are set by your administrator. They define when your business operates. These show as read-only in your settings and apply to everyone.

Personal working hours let you adjust within the company schedule. For example, if the company is open 8-6 but you work 9-5, your personal schedule reflects that.

What you'll see: - Days of the week you work - Start and end times for each day - A note that company hours are managed by your administrator

If you need to change company-wide hours, contact your administrator.

Your availability directly impacts how leads experience your business.

When you're Available: - Calls ring your extension - New leads may be assigned to you - You show up in the rotation for round-robin assignment

When you're Away: - Calls may still try your extension - If you don't answer quickly, calls may move on - Leads might still be assigned (assuming you'll return soon)

When you're Busy: - Calls skip you and go to other available team members - New leads are assigned to someone else - You won't miss leads—they just go to teammates

When you're Offline: - No calls route to you - No new leads are assigned - It's like you're not there (because you're not)

The golden rule: Be honest about your status. If you can't answer, set yourself accordingly. It's better for a lead to reach an available teammate than to wait for you.

Company holidays: Your company may have holidays when the whole team is off. These appear as read-only in your settings. On those days, after-hours handling kicks in for everyone.