Overview/Introduction

Availability and Call Routing Rules

Details

Understanding Availability States

MiCloud customers can check or verify the availability status of a contact on the  Client before communicating with the contact. The  Client automatically updates the availability status of users as they make and receive calls. When integrated with Microsoft Exchange, the Client also displays users’ meeting status.

You can monitor the availability of up to 500 contacts, and this can be configured by the MiCloud administrator.

The different availability states are shown below:

Setting Alert for Contact's Availability State

If you want to communicate with a contact who is currently not in Available state, you can set the Client to notify you when the contact's status changes to Available.

To receive a notification, do any of the following:

• In Quick Dialer Search bar, type the contact name or extension, and select the contact.
• In Contact Card that opens in the third panel to the right, click the three dots (More) icon located to the right of the Transfer icon and select the Alert When Available option.
• If the contact is added to your Favorites or Groups list, right-click the contact in the Favorites or Groups tabs, and select Alert When Available.
• In the Quick Dialer Search bar, type the contact name or extension, right-click the contact in second pane, and select Alert When Available.

A notification appears on the dashboard alerting you when a contact becomes available. You can set the alert only for the contacts available through the system directory of your organization. You cannot set this alert for any external contacts that you have added to the Client.

Note: Alerts are disabled when the Client restarts.

Changing Availability States

The Client automatically updates your availability state when you use the system, but you can also select a predefined availability state or configure a custom availability state.

Selecting a Predefined Availability State

1. From the dashboard, click the three dots next to your <username>.
2. Select one of the following availability states:

• Available
• In a Meeting
• Out of Office
• On Vacation
• Do not Disturb
• Custom

A checkmark is displayed next to the current set state.

Adding a Note to Availability States

You can add a custom note to each availability state on Client. To add or edit an availability state note:

1. In the drop-down, hover over the selected availability state, and click the pencil (Edit) icon.
2. In the Additional Note field, enter a description using up to 50 characters.
3. Click Done to save the changes or Cancel to discard.

If you do not want to add or edit the note, click Back to go back to the availability state drop-down menu.

Configuring a Custom Availability State

A custom availability state may be configured for use in the event that the predefined availability states are not adequately descriptive (e.g. - Utilizing a "Coaching" custom availability state while assisting a team member).

1. From the dashboard, click the three dots next to your <username>.
2. Click the Custom availability state and choose the availability state from the list.

• <Available> (Green)
• <Busy> (Yellow)
• <Unavailable> (Red)

Note: The color of the availability state cannot be customized.

3. Enter your custom status.
4. Click Done to save changes, click Cancel to discard, or click Back to go back to the availability state drop-down menu.

The custom availability status and color are displayed under your <username>.

NOTE: To view your availability state in Microsoft Outlook after integration with the Client, ensure that you launch the Client before launching Outlook on Windows.

Allowing a Contact to Manage your Availability State

You can configure a contact who has the Operator features to manage your availability state on the Client. To manage your availability state, the contact must have added you to a contact group and their Administrator must have enabled their profile for Operator Access. Note that Operator Access requires the user to have an Elite profile. To allow access to a contact to manage your availability states:

1. From the dashboard, click three dots next to your <username>.
2. Scroll down and click Settings, click Account, and then click the Access tab.
3. Begin typing in the desired contact name for whom you want to allow access. When the desired contact appears in the list, click the contact name, and then close the page.
   The contact is configured to change your availability state until you revoke access by removing the contact from the Access page.

FAQs

Connect Client User Guide

See Also