Presence, status, and activity indicators overview


Presence and status explained (video)

Presence, status, and activity let others know immediately whether you are available for a call or chat. You can Change your presence and status and add a custom message to provide more information about your status. Along with presence and status, PureCloud also displays your activity, such as when you are on a call, and your location. PureCloud always shows your Activity, but you can choose to Share your current location.

Besides showing other users whether you are available, status also controls when you receive notifications and calls. For example, if your status is Busy, PureCloud sends all your incoming calls to voicemail.

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Presence
Status
Activity indicator
Custom message
Current location

Secondary statuses

If your organization has contact center features enabled, you may have to select a secondary status after selecting a primary default status. Administrators in your organization create secondary statuses to provide them with more details about your availability and activities. For example, if you were making calls to clients, you could select Busy as your primary status and Client Calls as your secondary status. 

Other users can only see your primary status, such as Busy, and cannot see your secondary status. Administrators can see secondary statuses in the following reports and views:  User Status Detail report, Queues Activity Detail view, and Queues Detail view.


Presence indicators appear as colored rings around profile pictures. 

Status and presence color Presence indicator Description
Available, green Presence Available You are online and available for calls or chats.
Busy, red Presence Busy You do not want others to interrupt you. PureCloud sends all calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-on-one video chat with you.
Away, yellow Presence Away You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, PureCloud also changes your status to Away when your computer screen locks or changes to a screensaver. 
Note: If you manually change your status to Away, PureCloud allows you the opportunity to answer calls before they route to voicemail. However, if, due to inactivity, PureCloud automatically changes your status to Away (Idle), it also sends calls directly to voicemail. 
Break, yellow Break status You are taking a break and are not working. PureCloud sends all incoming phone calls to voicemail.
Meal, yellow Meal status You are taking a meal and are not working. PureCloud sends all incoming phone calls to voicemail.
Meeting, red Meeting status You are in a meeting. PureCloud sends all incoming phone calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-on-one video chat with you.
Training, yellow Training status You are in training. PureCloud sends all incoming phone calls to voicemail.
Out of Office, pink Presence Out of Office You are away from the office and not available for calls or chats. PureCloud sends all incoming phone calls to voicemail. If you log out while set to Out of Office, the Out of Office status remains.
Out of Office and Offline, gray Out of Office and Offline presence You logged out of PureCloud and are away from the office. You set your status to Out of Office before you logged off PureCloud. PureCloud sends all incoming phone calls to voicemail.
Offline, gray Presence Offline

You logged out of PureCloud. When you log out, PureCloud automatically sets your status to offline. PureCloud sends unanswered incoming phone calls to voicemail.

Note: If you have your default phone selected as your phone, you log out, and your status is Offline, then PureCloud sends calls to your default phone.

Despite being offline, users with non-WebRTC phones can still answer incoming calls. However, offline users with WebRTC phones do not receive notification of incoming calls.

Ask your administrator if you are unsure which phone is your default phone. 

PureCloud displays presence, status, and activity in several places:

Location Example
Profile pages Presence, status, and activity on a profile page
Direct message chat rooms Presence, status, and actitvity in a chat room
Contact cards Presence, status, and activity on a contact card
Search results Presence, status, and activity in Favorites
Suggestion menus Presence, status, and activity in search suggestions menu
Favorites panel Presence, status, and activity in search results


Note: Changing your status while engaged in a call or other interaction does not affect that interaction.