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How do I make myself available or unavailable for calls to any hunt group?

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As a member of one or more hunt groups, you can easily make yourself available or unavailable to receive hunt group calls. You simply need to set your agent status to the appropriate value.

Prerequisites:
  • OpenScape Cloud or an Advanced Telephony Connector working with OpenScape Voice is set up and enabled allowing you to make and receive phone calls through the Circuit application.

  • You are a member of a hunt group.

On the web client and Desktop App, the agent status icon to the left of your presence icon, shows your agent availability status:

  • : You are available for calls to any hunt group.

  • : You are unavailable for calls to at least one hunt group. You can still be available for calls to the other hunt groups you are a member of.

Your agent status is available by default. If you do not answer a hunt group call that is ringing you during a longest idle, linear or circular hunting, your status for this group will be set to unavailable. As a result, your agent status will be automatically set to unavailable or busy. You need to set your agent status back to available, when you are ready again for hunt group calls.

  • To make yourself unavailable for calls to any hunt group:
    • On the web client and Desktop App, click the agent status icon and select Unavailable.

    • On the iOS mobile client, tap , navigate to Agent status and switch the Unavailable slider to ON (green).

    • On the Android mobile client, go to the top-left side navigation drawer, tap Agent status and then tap Unavailable.

    • On a Unify phone, press the first programmable sensor key to toggle the agent status from available to unavailable.

    Phone calls to the phone number of any hunt group you are a member of will not come in on your device.
  • To make yourself available for calls to any hunt group:
    • On the web client and Desktop App, click the agent status icon and select Available.

    • On the iOS mobile client, tap , navigate to Agent status and switch the Unavailable slider to OFF (gray).

    • On the Android mobile client, go to the top-left side navigation drawer, tap Agent status and then tap Available.

    • On a Unify phone, press the first programmable sensor key to toggle the agent status from unavailable to available.

    When a hunt group call comes in on your device, the incoming call screen shows up on your display and you can hear a ringtone. Apart from the number or name of the calling party, your display shows that the call has been forwarded from the hunt group number so that you distinguish hunt group calls from calls directed to your own work number. You can choose to answer or decline the call.

Your agent status does not affect the delivery of normal phone calls to your own number. So even when you are unavailable for hunt group calls, you can still receive direct calls to your work number

Note:

If you are signed in to Circuit when you are added as a member to your first hunt group, you need to refresh your client before you are able to see and control your agent status via Circuit. Similarly, when you are removed from the last hunt group you are a member of, your agent status and the option to control it via Circuit will be removed as soon as you refresh your client.

To refresh your client, you can for example, clear the local cache or close and reopen Circuit or sign out and sign in again.

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