Agent Availability and Status
Agent Availability and Status
Agent status controls whether incoming calls and messages are routed to a particular team member. Setting the right status keeps customers from waiting and gives agents uninterrupted time when they need it.
Status types
Available
The agent is ready to receive calls and SMS. Calls will be routed to them according to the active call flow and ring strategy.
Away
The agent is temporarily unavailable (lunch, short break). Calls skip this agent and move to the next available person in the routing order. The agent still appears logged in.
Do Not Disturb (DND)
The agent will not receive any inbound calls, SMS notifications, or queue assignments. Use DND for focused work, meetings, or after-hours periods.
Offline
The agent is logged out of JustCall entirely. No calls or messages are routed to them.
How status affects routing
JustCall's routing engine checks each agent's status in real time:
- Ring groups and queues only ring agents whose status is Available.
- If all agents in a group are Away or DND, the call follows the group's fallback routing rule (overflow group, external number, or voicemail).
- Agents in DND are excluded from round-robin and least-recently-used calculations, so their turn is skipped without penalty.
Set your status manually
- Desktop app — Click your avatar in the bottom-left corner and select a status.
- Web app — Click your name in the top-right corner and choose from the status dropdown.
- Mobile app — Tap the status indicator on the home screen.
Auto-status rules
Admins can configure automatic status changes to reduce manual toggling:
- Go to Settings → Auto-Status Rules.
- Click Add Rule and define the trigger and resulting status. Common examples:
- Set status to Away after 5 minutes of inactivity.
- Set status to Available when the agent opens the app.
- Set status to DND outside the agent's configured business hours.
- Click Save.
Auto-status rules apply account-wide or per group, depending on configuration.
View team status at a glance
Admins and Owners can see every agent's current status from Dashboard → Team Status. The view shows a real-time list with color-coded indicators — green for Available, yellow for Away, red for DND, and gray for Offline.