Setting availability status in zoom app
The availability status is a setting that determines whether you receive inbound notifications from your queues as a Zoom Contact Center agent. If you do this, you will receive notifications from the queues no matter what. As well as being reported to your supervisor or admin, your status is also reported to them. If you are on lunch break, for example, you can modify your availability status from Ready to Not Ready when you are on lunch break.
As well as setting an agent’s status, supervisors are able to change it as well. In the event that a supervisor changes an agent’s status, an email notification will be sent to the relevant agent.
Prerequisites for setting availability status
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For Windows or macOS, Zoom desktop client version 5.11.3 or greater is required
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Whether you are a Business, Education, or Pro account holder
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An active license for Zoom Contact Center is required
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If you would like to set the status of an agent, you will need to be an account owner or administrator
How to set your own availability status
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Using Zoom’s desktop client, you will need to sign in.
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Please click on the tab called Contact Center to get started.
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Located at the top-left corner of the screen, you will find a drop-down menu that allows you to select one of the following statuses:
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Ready: Inbound calls can be received at any time. As a member of these queues, you will be opted in to all inbound notifications you receive from these queues as well as all outbound notifications you receive.
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Not Ready: It is not possible for me to accept inbound calls. The queues in which you are a member will be opted out of, and you will no longer receive any notifications in regards to those queues. Click on the Not Ready button (optional) to reveal more information
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You will then be given the option of selecting a reason for not being available, such as a break or outbound calls. You will find here a list of custom statuses that your admin has set.
Note: Zoom’s desktop client opens in the default state when you log in to it for the first time.
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Notes:
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It is automatically set to Occupied status, which is not selectable and cannot be changed. When you are in the middle of an engagement or when the meeting is wrapping up, this status will automatically change. It is not possible for you to receive notifications from inbound traffic.
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After a certain number of missed calls, admins can automatically change the status of your account to Not Ready.
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When you do not have a Zoom desktop client installed or are not logged in to the Zoom desktop client, other call center users will see the Offline status and will be unable to receive inbound calls or make outbound calls. The queues where you are a member will be opted out of, which means you will not receive inbound notification emails. In order to set this status manually, you will need to contact our support team.
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The availability status of your account can be viewed by the administrator, supervisor, and other agents.
How to set an agent’s availability status
It is only possible to update the agent availability status of a Zoom Contact Center agent using the real-time agent view when you have the role of Zoom Contact Center administrator or supervisor. A Zoom desktop client notification will be sent to the relevant agent when the status of the agent changes.
Notes:
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During the wrap-up period, you can set the agent’s status to “Approved” if the agent is occupied. However, if they are not engaged with an engagement, it can be set to “Active”.
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The Zoom web portal allows you to change a user’s status, as well as change an agent’s status.
Desktop client
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Using Zoom’s desktop client, you will need to sign in.
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Select the Contact Center tab from the menu.
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On the left-hand side of the screen, click the Teams option.
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In order to change the status of an agent, you need to locate it.
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Using the drop-down arrow icon that appears in the Status column, select a status to view. In the event that the status is set to Not Ready, please select a reason for the status change.
Web portal
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You will need to sign into the Zoom website.
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Click Analytics & Reports from the navigation bar on the left hand side of the screen.
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You can access My Agents by clicking on Real-time Analytics in the section of your account.
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In order to change the status of an agent, you need to locate it.
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Using the drop-down arrow icon that appears in the Status column, select a status to view. The status of the project can be set to Not Ready by selecting the reason for the delay.
Zoom Contact Center status sync to Zoom presence status
Based on the status of your contact center, Zoom will automatically set the following presence status based on the contact center status that you choose:
| Zoom Contact Center status | Zoom presence status |
|---|---|
| Ready | Default status (status currently set in client) |
| Not Ready | Default status (status currently set in client) |
| Not Ready (set while in a chat engagement) | Default status (status currently set in client) |
| Not Ready (set while in a video engagement) | In a Zoom meeting |
| Not Ready (set while in a voice engagement) | On a call |
| Not Ready (set while in an SMS engagement) | Default status (status currently set in client) |
| Not Ready (custom status) | Default status (status currently set in client) |
| Occupied (chat engagement) | Default status (status currently set in client) |
| Occupied (video engagement) | In a Zoom meeting |
| Occupied (voice engagement) | On a call |
| Occupied (SMS engagement) | Default status (status currently set in client) |
| Offline | Default status (status currently set in client) |