...
With default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), NewVoiceMedia Vonage Contact Center changes the agent's state in ContactPad to Extended Away. In this scenario NewVoiceMedia Vonage will not route interactions to the agent. If an agent clicks to make a call in ContactPad, which automatically changes their state in ContactPad to Ready (Offline), the agent's presence in Skype for Business changes to Do not disturb.
...