Routing follows agent on/off status (login-based routing).
When someone logs out or sets 'break', calls should not go to that phone. Most PBXs can do this via presence, agent login or an on/off toggle on the phone or app.
Try this first
- 1Use agent login in the queue, not just static group membership.
- 2Define break modes with meta tags (lunch, training, meeting) for reporting.
- 3Make the on/off toggle on phone or softphone obvious so people actually use it.
- 4Wallboard shows who is logged in, prevents one colleague catching all calls.
When to bring us in
Nobody logs in or out and the queue routes as if all are present: that is a habit problem, not a tool problem. Fix it in working agreements.
See also
- Voys, BelXS or RoutIT, which cloud PBX fits?Three popular NL platforms, differences are admin UI, partner model and per-user price.
- Teams Phone: Calling Plan, Direct Routing or Operator Connect?Three ways to connect PSTN to Teams, cost and management differ a lot.
- 3CX: self-host on VPS or take 3CX cloud?Self-host saves licence, but you own SBC, backup and updates.
None of the above fits?
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