Manage Your Availability for Calls

Stay in control of when you receive calls and how they're assigned to your team. Digital IVR makes it easy to toggle your availability so you can focus on serving customers at the right time.

Whether you want to take phone calls or step away when you need to focus on other tasks, you can adjust your settings in just a few clicks. Here's everything you need to know about managing your call availability.

Setting Your Availability

To receive phone calls through Digital IVR, you need to set your channel availability to All or Phone.

If calls are coming through but you can't answer them, it's because you have a different channel selected at that time.

How to Set Your Channel Availability

1. Click on your avatar in the bottom left corner

2. Click Availability

3. Choose the option below:

   • Phone - Receive only inbound phone calls

If you see calls coming through and you are unable to answer, it's due to a channel that is not All or Phone being selected at that time.

Receiving and Managing Calls

When your status is Active in the Inbox and you're available for Phone calls, you'll be notified about calls assigned to you.

When a Call Comes In, You Can:

• Answer - Accept the call and connect with the customer

• Decline - Leave the customer on hold and notify another teammate to answer

• See details - View the call in the inbox, including customer information and workflow selections

To receive notifications for incoming calls, you must have the Inbox open in a browser tab. The tab can be minimised, but it needs to remain open.

Your Status During Calls

While on a Call

Your status automatically changes to Away with the reason "On a call."

You can also turn on Reassign calls, which will reassign any incoming communications to other teammates while you're busy on a phone call.

Note: This only applies with multiple teammates logged in. With a single teammate, customers are placed on hold for 1 minute before routing to voicemail (based on your workflow settings). Speak to your account manager to adjust this behaviour.

After a Call Ends

You may be given wrap-up time to finish handling the call in the inbox (this depends on your workspace phone settings).

During wrap-up time, your status shows as Away with the reason "call wrap up."

Want to become available sooner? Select Switch to active to end wrap-up time early and make yourself available for new incoming calls.

How Calls Are Assigned (Balanced Assignment)

Digital IVR uses balanced assignment to find the right teammate for each call. The system looks at:

1. Phone availability - Channels set to Phone, teammate status set to "Active," and Inbox open in a browser tab

2. Inbox Priority

3. Each teammate's last assigned date (Phone or any other communication)

4. Current call status - Teammates are at their call assignment limit when they have one active call

Important Notes:

• Phone calls always use balanced assignment, even if your team uses a different assignment method for other channels. This cannot be changed.

• Missed or declined calls - When you miss or decline a call, you won't be reassigned that same call for 5 minutes. This prevents you from being repeatedly notified about calls you've already missed or declined.