Clarity Connect online and offline status

Brian Hadfield -

Clarity connect routes calls to agents based on the agent being available to the system and skilled to take the call.  Agent availability is determined by the Lync status of the agent.

Statuses that are considered as online:

  1. Available
  2. InCall
  3. AfterCall
  4. DirectCall
  5. AvailableForIm
  6. InImCall
  7. DirectInboundDial
  8. DirectOutboundDial
  9. ConferenceCall
  10. Ringing

 

Statuses that are considered as offline:

  1. Unavailable
  2. Unknown
  3. LoggedOU
  4. OffPhoneActivity
  5. RingOnNoAnswer
  6. Busy
  7. BeRightBack
  8. Inactive
  9. AtLunch
  10. OffWork
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