Elevate Desktop App: Presence and Custom Status

Created by Jonathan Rees, Modified on Tue, 12 Nov, 2024 at 12:59 PM by Jonathan Rees

Presence features within Elevate help to indicate which of co-workers are available for collaboration and communication.

Your presence status is displayed on the profile picture in the left bottom corner of the app.

Important: Do Not Disturb/Out sick/On vacation/Off work puts all user's devices in DND mode. It will affect not only the app it was activated on, but desk phones as well. If Do Not Disturb/Out sick/On vacation/Off work is activated on Desktop, Mobile app will not ring either and vice versa.

states

Status Descriptions

Depending on the type, presence statuses could be changed manually or automatically. For more information on how Presence Statuses work when also logged in as a Contact Center agent, read the article Elevate & Contact Center - UC+CC: About Presence Synchronization:

	Available	Automatically or Manually: This status indicates that a user is available to chat or talk on the phone
	Agent available	Automatically: if also logged in as a Contact Center agent in the Elevate desktop app.
	Away	Automatically: When a user locks their computer or we detect no activity on the desktop for 3 min Note: the status will change to Offline when the app loses background activity (if the apps installed on other devices are also not showing any activity). To prevent Offline status when logged on to the mobile app, contact support to enable Away Status for the Elevate Mobile App. The status will then show Away during inactivity or when the mobile device is locked.
	Busy	Manually: when a user wants to indicate to others that they are busy and may not respond right away
	Agent Busy	Automatically: when the user is logged in as a Contact Center agent and is engaged in Contact Center activities such as wrapping up the call.

	Offline	Automatically:When a user’s applications go offline.
	On Call/In a meeting	Automatically: when a user is on a call or is in a Online Meeting
	Screen sharing	Automatically: when a user is performing a screen share in the Online Meeting
	On break	Manually: when a user wants to indicate to others that they are on break and may not respond right away. If you pick up a call or participate in a meeting while being in On break status, your status will automatically change to On call/In a meeting. After the call/meeting is over, your status will change back to On break and you'll need to change it manually.
	Do not disturb	Manually: when a user doesn't want to get any notifications and send all incoming calls to voicemail More: If you are on a call or in a meeting while being in Do Not Disturb status, you can turn it off and your status will change to On a Call/In a meeting automatically. When you enable the Do Not Disturb status, a notification will appear at the top of the Elevate application with a Turn Off button. Click it to change your status to Available. In Do Not Disturb status, missed calls counter wouldn't change even if someone calls you. You will need to go to Call Historysection to check if you had any. Note: in this status, calls that came through a Hunt Group would still ring to you.
	Agent on call	Automatically: if a user is logged in as a Contact Center agent and is on a Contact Center call.
	Out sick	Manually: when a user wants to notify others that he or she is unavailable due to being sick. Out sick status works in the same way as Do not disturb. When you enable the Out sick status, a notification will appear at the top of the Elevate application with a Turn Off button. Click it to change your status to Available.
	On vacation	Manually: when a user wants to notify others that he or she is unavailable due to being on vacation. On vacation status works in the same way as Do not disturb. When you enable the On vacation status, a notification will appear at the top of the Elevate application with a Turn Off button. Click it to change your status to Available.
	Off work	Manually: when a user wants to notify others that he or she is unavailable due to being off work. Off work status works in the same way as Do not disturb. When you enable the Off work status, a notification will appear at the top of the Elevate application with a Turn Off button. Click it to change your status to Available.

Note: statuses Offline, Away, On break, Out sick, On vacation and Off work will show how long the user has been unavailable, using a small tag: since. If the person is offline since yesterday or longer, it will show the date. If the date is the same, then it will show since plus the time.

Example:

Away since 8:49 AM or On vacation since July 5

Changing Presence Status

Users can manually toggle their presence by clicking on the presence icon.

toggle

Custom Status

Custom Status gives the ability to let other users know about your availability, location or any other information you want to share.

Click Set your status message
Enter a message with up to 40 symbols and save that.
All other users will be able to see this custom status in the application.