Overview
The presence status in your Virtual-Call Cloud PBX controls how incoming calls are handled for each extension. You can configure individual settings for each presence status—including call forwarding, ring strategy, timeout, and additional options. When a user switches their status, the corresponding rules are automatically applied.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX
- At least one configured extension
Available Presence Statuses
Each extension has six predefined presence statuses. You can customize all presence settings individually for each status.
| Status | Typical Use |
|---|---|
| Available | Normal working mode. All calls are received as configured. |
| Away | Temporarily away from the desk. You can, for example, forward all calls to a colleague or voicemail. |
| Business Trip | On the road or traveling for business. Ideal for only ringing the UC Mobile Client or forwarding calls to a mobile phone. |
| Do Not Disturb | Focused work or in a meeting. All calls can be forwarded directly to voicemail without any device ringing. |
| Lunch Break | On a break. Similar to Away, but with its own forwarding rules. |
| Off Work | After hours or on the weekend. Calls can be routed to voicemail or an on-call number. |
Settings per Presence Status
To edit the settings of a presence status:
- Navigate to Extension and Trunk → Extension.
- Click Edit next to the desired extension.
- Open the Presence tab.
- Select the desired presence status tab (e.g., “Away”).
Each presence status tab contains the following sections:
Call Forwarding
Define when and where calls are forwarded—separately for internal and external calls. For a detailed description of all forwarding options, see the article Call Forwarding.
Ring Strategy
The ring strategy determines which endpoints ring when an incoming call is received and in what order.
| Setting | Description |
|---|---|
| Ring First | Select the endpoints that should ring immediately when a call comes in. Available options: extension device (desk phone), UC Mobile Client, UC Desktop Client (Softphone), UC Web Client. |
| Ring Second | Endpoints that ring only after the primary devices do not answer. Useful as a fallback strategy. |
Ring Timeout
The ring timeout defines how many seconds an incoming call rings before it is treated as “unanswered” and the corresponding forwarding rule is applied.
| Setting | Description |
|---|---|
| Ring Timeout | Time in seconds before an unanswered call is forwarded. Default value: 30 seconds. Available values depend on the system configuration. |
Options
Additional settings that affect the call behavior for the respective presence status.
| Option | Description |
|---|---|
| Ring Mobile Number Simultaneously | When enabled, the user's stored mobile number is called simultaneously with the other endpoints. An optional prefix for the outgoing number can be configured. |
| Accept Push Notifications | Enables push notifications for incoming calls on the UC Mobile Client. Recommended for receiving calls on mobile devices. |
| Accept Ring Group Calls | Determines whether the extension accepts calls from ring groups in this presence status. Disable this option, for example, in “Do Not Disturb” status. |
| Automatic Agent Status Change | Determines what happens to the agent's contact center status when the user activates this presence status. Options: “Do Nothing”, “Pause”, or “Log Out”. |
Common Scenarios
Scenario 1: Business Trip—Mobile Only
An employee is traveling and wants to be reachable only on their smartphone:
- Open the Business Trip presence status tab.
- Under Ring Strategy → Ring First: Enable only UC Mobile Client.
- Under Call Forwarding → External Calls → No Answer: Set the destination to Voicemail.
- Click Save.
When the employee sets their status to “Business Trip” in the UC Client, only the smartphone will ring.
Scenario 2: Do Not Disturb—All Calls to Voicemail
During an important meeting, no calls should come through:
- Open the Do Not Disturb presence status tab.
- Under Call Forwarding: Enable Always for both internal and external calls with the destination set to Voicemail.
- Under Options: Disable Accept Ring Group Calls.
- Click Save.
Scenario 3: Off Work—On-Call Number
After hours, external calls should be forwarded to an on-call number:
- Open the Off Work presence status tab.
- Under Call Forwarding → External Calls → Always: Set the destination to the on-call extension or external number.
- Under Call Forwarding → Internal Calls → Always: Set the destination to Voicemail.
- Click Save.
Best Practices
- Configure at least the Available, Away, and Do Not Disturb statuses for every extension, as these are the most commonly used.
- Use the Business Trip status for mobile employees to ring only the UC Mobile Client.
- Disable Accept Ring Group Calls in the “Do Not Disturb” and “Off Work” statuses so the extension is skipped in ring groups.
- Instruct your employees to actively switch their presence status in the UC Client—the configured rules only apply when the status is actually changed.
- Use the Automatic Agent Status Change option to automatically pause or log out Contact Center agents when they switch their presence status.
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