What is the "Call availability" option?
Call Availability controls whether you (the agent) are included in inbound IVR/queue routing.
Turn it On when you’re ready to take calls; turn it Off (Away) when you’re busy or away.
In this article
- Before you start
- When to change your availability
- What happens when it’s Off
- Change your status (Web Panel)
- Troubleshooting
Before you start
- Who can do this: Agent/Basic, Moderator, or Admin can change their own status. Admins may restrict this in some accounts.
- Affects: Inclusion in inbound IVR/queue routing for your user only. It does not change other users’ availability.
When to change your availability
- On (Available): You’re actively working and ready to answer calls.
- Off (Away): You’re in a meeting, on break, or away from your device.
What happens when it’s Off
- You won’t receive inbound IVR/queue calls.
- Calls will route to other available agents or follow your call-flow fallback (e.g., voicemail) depending on how your admin configured the queue.
- Other rules (e.g., Business Hours, Holidays, DND, ring-group logic, sticky agent binding) may further influence routing.
How to change your call availability status
- Log in to your MyOperator Dashboard.
- Click on your Accounts icon in the top right corner.
- Find the “Call Availability” toggle.
- Click to set your status:
- On: Available to receive calls
- Away: Unavailable; calls reroute to others
Tip: You'll know you're available when the toggle shows “On” and is green.
Expected result: The toggle shows On (green) or Off (Away), and your status badge updates. Routing may take effect immediately or within ~1–2 minutes during peak load.
Troubleshooting
- I turned it On, but I’m not getting calls.
Check for Business Hours, Do Not Disturb (DND), or admin-applied pause. 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 and where the control appears. - Status didn’t change right away.
Allow up to 1–2 minutes during peak times; hard-refresh the browser or sign out/in. - Calls still come to me when I’m Off.
Direct transfers, callbacks, or ring groups configured to always include you can bypass this setting. Check queue/call-flow rules with your admin.
Related Articles
What is the "Call availability" option?
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