How can I turn on or turn off the "Call availability" option ?
Call Availability controls whether you (as an agent) are included in the IVR/queue for inbound calls.
Turn it On when you’re ready to take calls, and Off (Away) when you’re busy.
In this article
- Before you start
- Turn availability on/off (Web Panel)
- What changes when you toggle availability
- Troubleshooting
Before you start
- Who can do this: Any signed-in agent can change their own availability. Admins may restrict this in some accounts.
Applies to: Inclusion/exclusion from inbound IVR queue distribution for your user. It does not change availability for other agents.
Steps to Toggle Call Availability
- Log in to your MyOperator panel
- Click your profile/account icon
Located at the top right corner of the dashboard.
- Select "Call Availability" from the dropdown
This option appears under user settings.
- Toggle the switch
- Turn On: You're available to receive IVR calls.
- Turn Off (Away): You're unavailable or busy, and will not receive IVR calls.
Expected result: Your status badge updates to Available or Away, and queue routing adjusts immediately (a short delay—up to ~1–2 minutes—may occur during peak load).
Notes
- This setting only affects your own agent availability, not the entire team.
- If your status remains off, you may miss routed calls through the IVR queue.
- Ensure you refresh the dashboard after changes.
What changes when you toggle availability
Your setting | Queue routing to you | Suggested quick check |
On (Available) | You’re included in IVR distribution. | Have a teammate place a test call; your device should ring. |
Off (Away) | You’re excluded from IVR distribution. | Test call should skip you and ring other available agents. |
Notes
- This setting affects only inbound IVR routing. Direct transfers, callbacks, or ring groups configured to always include you may behave differently based on your admin’s rules.
- Business Hours / Holidays / DND / Pause codes (if enforced by your admin) can override or limit call delivery even when you’re Available.
Troubleshooting
- I toggled to On, but I’m still not getting calls.
Check if Business Hours, DND, or an admin pause is active for your user/queue. Refresh the page and try a test call. - The Call Availability option is missing.
Your role or UI layout may differ. Ask your account admin to confirm permissions or where the control is exposed in your plan. - The status didn’t change after I clicked.
Wait up to 1–2 minutes and hard-refresh the browser. If it persists, sign out/in. Capture a screenshot and contact Support.
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