Overview
The Virtual-Call Cloud PBX has two different status indicators that are often confused: the online status and the presence status. Both appear in the extension overview but have completely different meanings.
This article explains the difference and helps you correctly interpret the status information.
Online Status—Is the Device Connected?
The online status indicates whether the devices assigned to an extension are currently connected (registered) to the Cloud PBX. It is displayed in the extension overview under Extension and Trunk > Extension in the Online Status column.
The icons in the Online Status column show the registration status of each device type:
| Icon | Device Type | Meaning |
|---|---|---|
| Phone Endpoints | Shows whether a SIP phone (IP phone/desk phone) is registered | |
| Desktop Client | Shows whether the Virtual-Call UC Client is signed in on the computer | |
| Mobile Client | Shows whether the Virtual-Call UC Client is signed in on the smartphone | |
| Web Client | Shows whether the Web Client is active in the browser |
When an icon appears in color (blue), the device is registered and connected. When it appears gray, the device is currently not connected to the PBX.
Presence Status—Is the User Available?
The presence status (labeled Presence in the extension overview) indicates whether a user is currently reachable. This status is set by the user themselves—either in the UC Client or the Operator Panel.
The available presence status options are:
- Available — The user is reachable and accepting calls
- Away — The user is temporarily away from their desk
- Business Trip — The user is traveling
- Do Not Disturb — Calls will not be routed to this extension
- Lunch Break — The user is on a break
- Off Work — The user has finished their shift
Comparison at a Glance
| Online Status | Presence Status | |
|---|---|---|
| What does it show? | Whether the device is connected to the PBX | Whether the user is reachable |
| Who sets the status? | Automatic (device registers itself) | The user manually (in the UC Client/Operator Panel) |
| Where is it visible? | Extension overview, “Online Status” column | Extension overview (“Presence” column), UC Client, Operator Panel, BLF keys |
| Affects calls? | Indirectly—without a registered device, nothing rings | Yes—e.g., “Do Not Disturb” blocks incoming calls |
Common Misconception
“My extension shows Online Status—why isn't my phone ringing?”
The online status only means that your device is connected to the PBX. There are several reasons why calls may still not come through:
- Your presence status is set to “Do Not Disturb” or “Away”
- A call forwarding rule is active
- The Do Not Disturb (DND) function is enabled on the phone itself
- The extension is not assigned to the relevant ring group or queue.
Where Do I Find the Settings?
- Check Online Status: Admin portal > Extension and Trunk > Extension — “Online Status” column
- Change Presence Status: In the Virtual-Call UC Client (Desktop, Mobile, or Web)—click on the current status in the top bar
- View other users' presence status: in the Operator Panel or via BLF keys on the IP phone.
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